Customer Service Standards
The Homes and Communities Agency (HCA) has a set of national standards that we are expected to meet.
Our Customer Service Standards (sometimes referred to as local offers) are designed to make sure we meet the HCA standards.
If you are a leaseholder or homeowner you can find your guide to Service Standards here.
If you rent a property from us, or live in one of our Sheltered, Very Sheltered, Supported or Extra Care schemes our Service Standards are outlined below.
- Your home
- Your tenancy
- Your neighbourhood and community
- Customer involvement, equality & diversity and complaints
- Your rent
Your home - gas servicing, repairs, planned works, aids and adaptations
- Make sure gas boilers, provided gas appliances and pipework are serviced and tested once a year
- Write to you in good time before the due date of your annual gas service and offer an appointment
- Make sure our contractors are Gas Safe register approved
- Fix repairs that are our responsibility within the following timescales:
- Emergency - repairs that present an immediate risk to safety, security or health. We aim to attend within 4 hours to make safe, and complete within 24 hours.
- Essential - repairs that present a risk to you or your property if not dealt with quickly. We aim to complete within 24 hours.
- Routine - repairs that do not cause serious inconvenience. We aim to complete within 28 calendar days.
- Keep the exterior and interior of the building in good repair
- Make sure supplies for gas, water and electricity are in good working order
- Maintain kitchen and bathroom equipment and drainage
- Maintain shared areas like entrances and stairways
- Write to you well in advance of any planned maintenance works or surveys
- Agree with you when work will start and tell you how long it will take
- Offer you design choices where possible
- Work closely with you to minimise inconvenience
- Make sure our aids and adaptations service is accessible to you
- Consider you housing needs before agreeing any aids or adaptations
- Make sure any adaptation works are carried out sensitively to meet your needs.
- Provide information about the housing options available to you
- Make sure you are accompanied by a member of staff when viewing a property that is offered to you
- Make sure you home meets our agreed re-let standard when you move in
- Make sure you understand your tenancy agreement and your rights and responsibilities
- Provide advice and support if you wish to move
- Subscribe to an internet based mutual exchange service and support you to use this if you do not have access to the internet.
Your neighbourhood and community - estate services and anti-social behaviour
- Make sure any internal and external communal areas where you live are clean and well maintained
- Make sure communal grounds are kept tidy and well maintained
- Remove bulk rubbish, abandoned vehicles and graffiti
- Carry out regular estate inspections
- Deal with complaints of anti-social behaviour confidentially, consistently and professionally
- Respond to cases of serious anti-social behaviour within one working day and other nuisance behaviour within three working days
- Provide support, discuss all actions and keep you informed of progress in resolving cases of anti-social behaviour
- Work with a variety of statutory and voluntary agencies to resolve cases of anti-social behaviour.
Customer involvement, equality & diversity and complaints
- Have a broad range of involvement opportunities for you to scrutinise our services, hold us to account for our performance and help us shape our future services
- Make sure that you are treated with fairness and respect
- Provide choices, information and communications that are accessible and appropriate to your needs
- Aim to resolve problems at the earliest opportunity so you don't have to make a formal complaint
- Aim to resolve formal complaints as quickly as possible
- Acknowledge formal complaints in writing within three working days and respond within 10 working days from the date of receipt
- Let you know if we are unable to fully respond to your complaint within these timescales.
- Offer you a variety of ways to pay
- Make sure you can view your rent statement online at any time
- Contact you promptly if there is a problem with your account and offer you advice and support when dealing with rent arrears
- Be clear on the action we are taking to collect any money you owe us, explain what your options are and refer you to an appropriate money advice or tenancy support service
- Try to avoid court action if you fall into debt and work with you to secure your tenancy