Service Standards

What are Service Standards?

We want to provide the best possible service to our tenants and so we have set up service standards. These standards show you the level of service you can expect to receive from us.

How are the Service Standards set?

We've listened to what tenants think, when setting the standards. As you are the experts on what makes a good housing service, it makes sense to ask you what is important to you.

Our standards will be regularly checked and you can read about the results in the newsletter and Annual Report to Tenants.

We want you to be satisfied with the standard of service you receive from us every day. However, if you ever feel the need to complain there is a Complaints Procedure to ensure your views are heard and dealt with appropriately.

What we aim to do

Timescale we aim to achieve this by

Target

We will reply to correspondence (including e-mails).

10 working days

95%

See a visitor who has an appointment.

At the agreed time or let you know if we are delayed

99%

See visitors without an appointment.

Within 15 minutes

95%

To visit all new tenants.

4 - 6 weeks from their tenancy start date

95%

We will routinely send out rent statements.

every 3 months 

100%

Carry out  inspections of the shared areas of your estate or block of flats.

At least every six months

95%

Answer calls promptly.

Within 6 to 8 rings

Internal audit checks

For more detailed information about the Service Standards please download our leaflet by clicking on the following link:  

 

 

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