Service Standards

Repairs Service

We will:

• Ensure that you can easily report repairs in a number of ways during the working day and outside office hours
• Carry out repairs within published timescales
• Agree with you arrangements for carrying out work.

Rent

We will:

• Offer you a wide range of ways to pay your rent
• Help you to obtain welfare benefits to which you are entitled
• Tell you of any rent arrears at an early stage
• Keep rent arrears low by firm but fair action taking legal action only as necessary
• Keep you Informed of the action which is being taken.

Nuisance and neighbour disputes

We will:

• Take prompt and appropriate action against anybody whose behaviour affects the quality of your life or home
• Deal with neighbour disputes harassment in any form, anti-social behaviour, or when tenancy conditions are broken.

Treat everyone fairly

We will:

• Work to ensure that you are not disadvantaged or discriminated against
• Take time to listen, and treat you with respect, consideration and courtesy
• Either translate key publications, or arrange a translator if you need one, making information available on request in large print or on audio tape
• Ensure that our offices and community buildings have suitable ease of access
• Let all vacant homes in line with a national lettings policy and agreed local lettings plans.

Access to our services

We will:

• Provide an effective, accessible management service
• Ensure that our employees wear an official identity badge
• Display photos of employees at our estate offices
• Provide access to an interpretation and translation service if your first language is not English
• rovide a wide range of information on what we do and how we do it
• Offer a private interview or home visit if required.

Improving our services

We will:

• Seek your views, and tell you how we have used them and what difference they have made
• Regularly let you know how we are performing against standards
• Let you know how much our services cost and how the rent we collect is used
• Provide a wide range of opportunities to involve you in decisions which affect your home and community.

Tell us what you think

We will:

• Provide a formal complaints, compliments and comments procedure, which tells you how we will deal with your complaint
• Tell you how we will deal formally with your complaints, compliments and comments

A prompt response

We will

• Answer your telephone calls within six rings, providing a friendly welcome
• Give you a contact telephone number and e-mail address wherever possible
• Let you have direct access to the person who can help you
• Answer your letters or e-mails within ten working days, letting you have an acknowledgement within five working days. If we are unable to meet a target, we will give you a reason and a date by which we will reply to you fully.