Service Standards
Our services
Our priority is to ensure that every home we own is safe, well-maintained and affordable for our residents. As your social landlord, we offer a range of services that:
- Ensure building safety.
- Keep your home in good repair.
- Maintain communal areas.
- Listen to your feedback.
We work hard to provide a high-quality service, however there may be times that we don’t get it right. If you’ve experienced a poor service from us, please get in touch so we can make things right.
Building safety
Your safety is and will always be our top priority.
We will:
- Carry out annual gas safety checks on all our equipment and installations.
- Carry out an electrical safety check of your property every five years.
- Carry out fire risk assessments on blocks we own and manage and ensure recommended action is carried out. For buildings where we are not the freeholder, we will engage with the Managing Agent.
We expect you to:
- Inform us quickly if you have any building safety concerns.
- Allow us access to your home to carry out safety works.
Repairs
We want you to be happy with every repair we carry out.
You can report a repair over the phone, online or in person.
We will carry out repairs within the following timescales:
- Emergency – completed within 24 hours.
- Urgent – completed within seven calendar days.
- Routine – completed within 28 calendar days.
We expect you to:
- Inform us quickly when a repair is needed.
- Give us reasonable access to your home for repairs.
- Keep your home and communal areas clean and tidy.
Communal areas
We want you to be proud of your home and the neighbourhood you live in.
We will:
- Carry out regular cleaning of communal areas in blocks we own and manage.
- Ensure that communal areas outside are clear of rubbish, well-maintained and inviting spaces to relax.
- For buildings where we are not the freeholder, we will work with the Managing Agent to ensure they clean and maintain the communal areas.
We expect you to:
- Keep your communal areas clear. Items left in hallways and stairwells are a fire risk as they block escape routes and exits. It also makes communal areas more difficult to clean.
- Dispose of waste and bulk items responsibly.
Working together
We want to work together to continuously improve our homes and services.
We will:
- Offer a range of flexible ways for you to get involved including joining our Residents’ Panel or Scrutiny Group, taking part in telephone surveys or focus groups and attending estate inspections.
- Ensure that our Customer Services Committee monitors performance, holds us accountable and advises the Board on service improvements.
We expect you to:
- Be respectful to our staff and contractors.
- Provide us with the information we need to deliver services that meet your needs.
- Be willing to share your views with us on how we are performing so we can improve our services.
Complaints
We work hard to provide an excellent service to all our customers. However, there may be times when we do not get it right. We want to hear your feedback, suggestions and complaints so that we can improve our services.
We will:
- Provide a simple and clear complaints policy and procedure.
- Receive complaints face-to-face, in writing or over the phone.
- Investigate and respond to your complaint within our complaints timescales, as set out in our complaints policy.
We expect you to:
- Provide any additional information to enable us to fully investigate any complaints.