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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 committed 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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