Our service standards
Our service standards are there to be open about the high level of service to expect from us
Our service standards are there to be open about the high level of service to expect from us
Working with our customers we’ve put together a set of service standards to make it easier for you to understand the high level of service to expect from us and to help you hold us to account.
We’ll regularly check we’re meeting our service standards and provide quarterly updates on our performance.
If you feel our services are not meeting our standards, or they could be improved, get in touch to make a suggestion or complaint.
We want your home to be warm, safe, secure and a comfortable place to live in.
We will….
- be with you within an hour should you become stuck in a lift
- attend lift breakdowns within 4 hours
- complete emergency repairs within 24 hours
- complete urgent repairs within 7 calendar days
- complete routine repairs in your home at a time convenient to both of us.
- complete routine repairs to communal areas within 28 calendar days.
Please note: Timescales for attending defect repairs (repairs needed in the first year of a property being built) will vary depending on the agreement in place with the developer of your home.
We will use a variety of parts available to us, which will assist us to repair and replace as quickly as possible. This means that we cannot guarantee that replacements will be like for like, or be able to offer customers a choice in which parts are used.
We know we’re delivering our standard when…
We want your home to be warm, safe, secure and a comfortable place to live in and ensure our rental homes and communal areas continue to be in good condition.
We will….
We know we’re delivering our standard when…
We want you to live in a home that is warm, safe and secure.
We will….
- yearly gas safety checks (where there is a gas supply).
- yearly servicing of any non-gas and non-electric heating systems (e.g. air source heat pumps, solid fuel etc).
- electrical safety test and inspections every 10 years
Whilst in your home we’ll check your smoke alarms and any carbon monoxide detectors. Please also take the time to regularly test your smoke alarms.
- monthly fire alarm sound tests (as a minimum)
- 6 monthly fire alarm system services (as a minimum)
- yearly test and recharge of fire extinguishers
- 6 monthly tests of automatic opening smoke vents
- 6 monthly inspections of dry risers
- 5 yearly electrical safety test and inspection
- monthly emergency lighting function tests and yearly full duration tests.
More information on fire safety can be found here.
We know we’re delivering our standard when…
We recognise that moving home is one of life’s major events.
We will….
- carrying out electrical and gas safety checks (including testing smoke alarms and carbon monoxide detectors)
- undertaking an asbestos check (making safe any damaged asbestos material or removing it)
- completing a visual structural check (removing or repairing any unsafe structures)
- carrying out water quality checks and treatments (if your home has been empty for a long time)
- checking that flats that open into a communal area have a fire rated door
- checking doors and windows are working correctly
- changing external door locks (if there has been a previous occupant)
- providing fencing along any boundaries with public footpaths or highways
- cleaning inside your home, and clearing it and any gardens of all rubbish and debris
- cleaning and vacuuming carpets (removing these if they are unable to be cleaned)
- treating any areas of mould growth
- making sure your home has adequate and appropriate methods of heating
- carrying out an energy performance assessment
We will….
- downsize or move to specialist housing,
- move due to an urgent need or risk
- move (either temporarily or permanently) due to your home needing major repair or is due for disposal.
Moving out of one of our homes
We will….
We know we’re delivering our standard when…
We want to be easy to contact, helpful, responsive and efficient.
We will…
We know we’re delivering our standard when…
We aim to put our customers and communities at the heart of what we do and work with you to shape our services and support your communities.
We will….
We know we’re delivering our standard when…
We want to consistently deliver all our services but recognise there may be times where we don’t fully meet your expectations.
We will….
We know we’re delivering our standard when…
We want to create vibrant, sustainable communities which are a pleasant place to live.
We will….
We know we’re delivering our standard when…
We want your neighbourhood to be safe, clean and a pleasant place to live.
Estate management
We will….
Anti-Social Behaviour (ASB)
We will….
Grounds maintenance and caretaking
We will….
Please note the frequency and service offer for grounds maintenance and caretaking may vary where these services are overseen by a managing agent.
We know we’re delivering our standard when…
We want you to enjoy living independently in your home. However, when things aren’t going as well as they could you may need advice and support.
We will….
- supporting you with your benefits
- helping you with money management
- helping you with digital skills and accessing the internet
- helping you to find work or work experience
- supporting you in managing your tenancy and where your tenancy is at risk
- wellbeing support, supporting you with your mental health and in continuing to live independently in your home.
We know we’re delivering our standard when…
We recognise that becoming a homeowner can be daunting and can be a big commitment. We want to help our homeowner customers enjoy living in their home by being clear, open and honest about each of our responsibilities and by being easy to deal with.
When buying or selling one of our homes, we will….
Although you’re responsible for repairs in your home, we will….
To help you manage your charges, we will….
We know we’re delivering our standard when…
We want you, and as many future customers as possible, to be able to live in a home that is warm, safe and secure. To achieve this, we need our customers to take responsibility for their rent and other payments.
We will….
If you are struggling to cover your rent payments and other charges, please get in touch with us as soon as possible.
We know we’re delivering our standard when…
We regularly check that you’re getting the service that should expect and provide quarterly updates on our performance against our service standards.
Find out more