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Service Standards

Our Service Standards explain the level of service that tenants and leaseholders can expect from us in the following priority areas:

 

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.

 

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.

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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