Meet the Staff

What are Service Standards?

Service standards are defined as the level of services that our tenants want and expect to receive from us.

Ok I understand what a service standard is, but how do you put the standard together?

We have set our standards by consulting with you to establish what is important to you.

Our standards will be regularly monitored and our findings will be fed back to you via the newsletter and Annual Report to Tenants. We hope that you will always be satisfied with the standard of service you receive from us.

If you feel however that there is an issue with a service you have received or not received then the Complaints procedure exists to give you the opportunity to have your views heard and dealt with appropriately. To download a copy of our complaints leaflet please click on this link Leaflets - Complaints Policy(.pdf)

What we aim to do	Timescale we aim to achieve this by	Target
Acknowledge correspondence(including e-mails).	2 working days	95%
See a visitor who has an appointment	Within 5 minutes of time of their appointment time	99%
See visitors without an appointment	Within 15 minutes	95%
Respond to all correspondence including e-mail	7-10 working days	95%
To visit all new tenants	4 – 6 weeks from their tenancy start date	95%
Send out rent statements when requested.	2 working days	95%
Respond to translation/interpreting services or to make available service information in languages other than English.	10 working days	90%
Carry out Estate inspections	Quarterly at least	95%
Respond to voicemail	Within 1 working day	90%
Answer calls promptly	Within 6 to 8 rings	Internal audit checks

To see our leaflet about the Service Charter please visit our publications page, or click on the following link http://www.inquilabha.org/publications/service_standards_leaflet.pdf