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Service Standards

Our Service Standards explain the level of service that tenants and leaseholders can expect from us. These were recently reviewed and introduced as our new standards in 2011.

 

Housing Services are commited to achieving these standards and they are monitored through our Performance Management Framework. Tenants are involved in this via the Performance Panel.

 

There are six service standards:

 

Allocations, Rent and Tenancy

Customer Focus

Leaseholders

Neighbourhoods

Repairs

Value for Money

 

Service Standards
Housing Services Service Standards

 Allocations, Rent and Tenancy

We will let our properties in a fair way

Prospective tenants are able to exercise choice over where they live

All new tenants will be visited in their new homes within six weeks

Empty properties are re-let, as quickly as possible, to a high standard

There is a range of ways for you to pay your rent

You will be given support if you are finding it difficult to pay your rent

 

 

Service Standard - Customer Focus
Housing Services Service Standards

Customer Focus

We will aim to get things right first time

We will make it easy for you to access our services

You will be treated with fairness, respect and in a polite manner

We will listen to you so we can understand your needs better

You will be kept up to date on the issues that affect you

We will protect your confidential information and privacy

You will receive information in the way you have asked for

Complaints will be resolved promptly, politely and fairly

There are many ways for you to get involved to help improve the housing service

Training and support will be available, if you want to get involved

 

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Service Standards
Housing Services Services Standards

 Leaseholders

We will aim to get things right first time

Neighbourhoods are safe and clean

We will protect your confidential information and privacy

There are many ways for you to help improve the housing service

Complaints will be resolved promptly, politely and fairly

Where we undertake repairs to leaseholder properties, you will receive a high quality repairs service

Appointments will be given when completing repairs

You will be consulted on your service charges

 

 

 

Service Standards
Housing Services Service Standards

 Neighbourhoods

We will work to ensure neighbourhoods are a nice place to live

Neighbourhoods are clean and safe

We will work with other agencies to prevent and tackle anti-social behaviour

Communal areas and lifts will be well maintained and clean

You will be consulted on local issues and will be able to help decide how local money is spent

You can take part in estate inspections

There are many ways for you to help improve local services

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Service Standards - Repairs
Housing Services Service Standards

Repairs

Homes will be maintained and repaired to a high standard

Appointments will be given when completing repairs

You will receive a reminder text the day before repairs appointments

Each home will receive an Annual Home Check

Annual gas checks will be undertaken

You will be able to get involved to help improve the repairs service

 

 

Service Standards - Value for Money
Housing Services Service Standards

Value for Money

We will involve you to ensure we deliver a high quality service, at a reasonable cost

We know how much our services cost to deliver

You will be able to help us plan and design services

You will be consulted on service charges

You will be consulted on the annual rent increase

The cost of our services compare well to those of other similar organisations

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