Our service standards

We want your home to be warm, safe, secure and a comfortable place to live in. 

We will…

• be clear which repairs we look after, and which are your responsibility in accordance with your tenancy agreements or leases. Please refer to our repair’s matrix for more information.
• prioritise your repair as either an emergency or non-emergency. This will be assessed with you when the repair is raised. Please click here for more information.
• attend and make safe all emergency repairs within 24 hours.
• offer you a choice of appointments to complete all non-emergency repairs within 28 days (excluding planned repairs such as fences and window replacements). For most repairs we’ll agree an appointment with you when you report the repair, sometimes the first appointment is to inspect what needs doing. If the appointment is with a specialist contractor, we may ask them to contact you to find a suitable time to visit.
• confirm your appointment by text message.

• wherever possible will give you a morning or afternoon appointment. This an estimate of arrival time only, and should not be relied upon as a definite time slot (especially if there can only be someone home up to a certain time). There are many factors that can affect our arrival time.

• make a separate appointment if we need to visit your home to check what’s needed. Where we’re not able to fix at the first visit, we’ll be clear with you what the next steps are.

• keep you updated if we need to move your appointment or if the materials haven’t arrived.

• leave your home clean and tidy and take all our rubbish away.

• show ID so you know who they are and that they’re working for us.

• explain the work we’re doing and how long it’ll take.

• explain if any more work is needed and complete this within 10 days.

• make sure all our staff and contractors are fully trained and work safely.

• repairs that are more complex and aren’t a routine repair, may take longer and we’ll keep you updated. These could be jobs where specialist equipment or an inspection is needed, materials need to be ordered or multiple visits from different trades are needed.

• sometimes complex repairs are needed which can be very disruptive. If this happens, we’ll clearly explain what’s needed, how long it’ll take, who’s managing your repair and how to contact them. Some examples of when we recommend you move out temporarily:

     - if there is major flooding

     - fire damage

     - structural repairs that mean the property is unsafe

     - no toilet facilities for over 24 hours

If we need you to move out while the work is done, we’ll make the arrangements with you and cover reasonable costs.

We know we’re delivering our standard when…

• you consistently rate our repairs service (your repair completed) as 8.8 or above out of 10
• we keep over 95% of the repair appointments we make with you
• we complete 98% of our emergency repairs within 24 hours.

• 77% of non-emergency repairs are completed within 28 days (we’re aware that we aren’t yet completing all our responsive repairs within this timeframe but have invested more in this service to be completing 77% of our repairs within this timescale by the end of the financial year - this excludes planned repairs such as fencing and windows replacement).

Read more on our pest control responsibilites.

We want you to live in a home that is warm, safe and secure. 

We will…

• do a range of safety checks, servicing and inspections. We really appreciate you letting us into your home and we’ll do everything we can to minimise disruption.
• send you a letter telling you when we’d like to carry out these checks.
• change your appointment if it’s not a convenient time.
• explain the work we’re doing and how long it’ll take.
• leave your home clean and tidy when we’ve finished.
• explain if any more work is needed and agree with you when this will be completed.
• give you a copy of your gas certificate within 28 days following our visit.
• keep a record of all asbestos in your home or communal areas. More information on our management of asbestos and how to report any concerns can be found here.

We know we’re delivering our standard when…

• you consistently rate us 8.8 and above out of 10 for our gas and electrical service.
• we are 100% compliant with our health and safety obligations (gas safety, electrical safety, fire safety, asbestos, water safety and lift safety).

We recognise that moving is a significant life event that can bring a lot of change and excitement. Our aim is to make the process as smooth as possible and ensure you know what to expect from your new home.

For your Home, we promise to:

• Ensure your home is safe, secure and clean when you move in
• Let you know if any works will be undertaken after you have moved in, with approximate timescales. This information will also be available on your online account
• Provide you with the information you will need to know about your new home
• Let you know if there are any items gifted with your new home, like sheds or carpets that will be yours to look after

Within the moving in process, we promise to:

• Give you clear information about the home you've been offered, what the rent and service charges are and the terms of the tenancy agreement
• Take time to understand you and your household, so we can make sure the home we offer is affordable and the right fit
• Invite you to view your future home before you decide if it’s right for you and explain what might happen if you turn the property down
• Let you know when your new home is ready to move into and keep you informed of any changes
• Arrange an appointment for you to sign your tenancy and walk through what you need to know so you feel confident in your new home (sometimes your viewing and sign-up appointment maybe at the same time)
• Arrange to check in with you about 6 weeks after you've moved in to make sure everything’s going smoothly in your new home
• If we have to withdraw an offer of the home you have been put forward for, we’ll always follow our Lettings Policy and explain the reasons clearly. We’ll also offer advice and give you the opportunity to appeal, so you understand your options and next steps

When you are moving out, we promise to:

• Give you clear moving out guidance telling you how to leave your home, how much rent and any charges you need to pay and how to return your keys
• Tell you about potential costs if you leave your home in an unsatisfactory condition

When you apply for a mutual exchange, we promise to:

• Give you free access to HomeSwapper, the national online exchange service, and provide you with guidance on how to swap your home
•  Give you a decision on your mutual exchange application within 42 days and keep you up to date with the progress of your swap

We know we’re delivering our standard when…

• You're consistently rating your moving in experience 8.9 or above out of 10
• 100% of mutual exchange applications decisions are given within 42 days
• Demonstrate how feedback has been used to improve future service delivery

We want every customer to experience good service from us, which means being easy to contact, helpful and responsive. Our Getting in Touch standard sets out how you can reach us and the service you can expect.

We promise to…

• Have easy-to-use digital tools available via our website 24/7 so you can do things yourself quickly, including finding answers to questions and tracking requests and queries via your online account
• Be available by telephone Monday to Friday (8.30am to 5pm Monday to Thursday, and to 4.30pm on a Friday) or 24/7 in an emergency
• Be clear, warm and professional, always respecting your confidentiality, making reasonable adjustments to meet your needs
• Answer all contacts within 15 minutes. In busy periods where this isn’t possible, we will get to you as quickly as we can15 minutes. In busy periods where this isn’t possible, we will get to you as quickly as we can
• If we’re not able to answer your query there and then, we’ll contact you back by the end of the next working day with a response
• Agree with you how you want us to respond to any query we can’t resolve at first point of contact, using the Keeping in Touch standard
• If you need to meet with us in person, we will arrange an appointment for you either in your home, your community, or our offices as appropriate

We know we’re delivering our service standard when…

• You're rating your experience of contacting us as 9 and above out of 10
• Average wait time wait time is under 15 minutes for customers contacting us across all contact channels
• Respond to 100% contacts (phone & Digital) by the end of the next working day
• Demonstrate how feedback has been used to improve future service delivery

We want your neighbourhood to be safe, clean and a pleasant place to live. 

We will…

• check in with you within 3 months of moving in to see how you're settling in. We may check in with you again if we have any concerns about your tenancy or support needs.
• let you know who your Neighbourhood Officer is and how they can help you. Click here for information.
• provide information on how to keep your home and building safe and clear items from communal areas when we are advised or when we see them that could be a fire or safety risk.
• invite our neighbourhood volunteers to join us when we inspect estates and communal areas.
• clean communal areas, cut grass, clear pathways and remove rubbish on our estates. Click here to see what is done during our visits.
• remove any hazardous items from our estates and communal areas within 24 hours, and any other rubbish within 10 working days.
• remove offensive graffiti within 5 working days, and remove all other types of graffiti within 1 month.
• have playgrounds inspected by a safety expert every 3 months.
• complete any changes to your tenancy and respond to any other requests (e.g. to carry out your own improvements, or to have a lodger) within 10 working days of receiving all the information we need.
• respond to any concerns you have about your neighbourhood by the end of the next working day, telling you what we can do. If we think there’s a serious risk to your safety, we’ll deal with it the same day.
• let you know how we can support you and give you details of other organisations who can help if you’re experiencing anti-social behaviour. Please click here for more information.
• encourage you to resolve any disputes with your neighbours through assessment mediation.

We know we’re delivering our standard when…

• you’re consistently rating us 7 and above out of 10 for the way we handle your report of anti-social behaviour.

How we're here to support you if you need it. We want you to feel confident and supported in your home. If you need a bit of extra help, we’re here with practical advice and tailored support.

We promise to…

• Undertake a financial check when you move into your VIVID home and support you if we think you are not claiming all the benefits you are entitled to so you can maximise your income
• Offer specialist financial support if you need it, connecting you with our Financial Inclusion team for benefit checks, budgeting advice, welfare fund applications and debt support
• Allocate a named contact within 5 working days once you’re referred to our specialist teams, so you have one consistent contact who will agree how best to keep in touch with you
• Create a clear support plan within 2 weeks, with clear updates, regular contact and a check in when your case is being closed
• Give you access to your case through the customer online account where you can track progress and message your named contact directly
• Provide information about trusted partners who can offer support around employment, mental health, or anything outside our expertise

We know we’re delivering our standard when…

• We help customers recover more than £11 million each year in unclaimed benefits
• Customer satisfaction scores from those receiving support consistently exceed a rating of 9 out of 10
• Demonstrate how feedback has been used to improve future service delivery
• Case studies from engaged customers show how feedback led to improved outcomes and tenancy sustainment

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. 

We promise to…

• give you clear information about our homes for sale including:

     - the layout of the home and the facilities it'll have

     - the costs of buying a home

     - any service charges you’ll be responsible for

     - an explanation of the lease

     - the energy efficiency of the home

     - your responsibilities as a homeowner

     - the warranty for your new home

• answer any questions by the end of the next working day to help you make your decision.
• process all Right To Buy, Right To Acquire or Staircasing applications within 4 weeks.
• keep you informed about the progress of your purchase, letting you know at each stage what happens next and anything you need to do.
• provide you with a Home user guide on the day you move, giving you the information you need to enjoy your home.
• provide you with our guidance document to explain how to sell your home and the fees you'll pay, found here.
• be in touch within 10 working days of your move in date to check how you're settling in.
• manage any defects and repairs after you move in. We'll be clear of how long this period is for you.
• contact you at the end of your defects period to make sure we're aware of any defects that the builder will be responsible for.

We know we’re delivering our standard when…

• you’re consistently rating your moving in experience (sales) 8.5 or above out of 10.

We’ll make sure you get straightforward, transparent information that helps you understand your rent, service charges, and the different ways you can pay, so everything’s clear and easy to manage.

We will…

• Always give at least 28 days’ notice if your rent or service charges are changing, along with a clear explanation of what’s changing and how it’s been worked out
• Offer a range of secure ways to pay your rent and other charges, encouraging Direct Debit as the most reliable and option, with your payments taken care of automatically
• Let you know as soon as you fall behind with your payments so you can get back on track quickly, providing help and support so that you can minimise the risk to your tenancy
• Enable you to view your balance, payments and charges through your online account
• Communicate and provide information to you to suit your preferences whenever we can
• Let you know 10 days in advance if your Direct Debit needs to change, so you’ve got time to check and get ready
• Provide a full breakdown of your service charges, covering what’s been charged, how costs were calculated, and which services they relate to when you request it

We know we’re delivering our standard when…

• Customer satisfaction scores consistently exceed a rating of 8.5 out of 10.
• Demonstrate how feedback has been used to improve future service delivery.

If you are struggling to cover your rent payments and other charges, please get in touch with us as soon as possible.

We promise to –

• Treat you and your home with respect, and you can expect a warm, clear, professional response from every team member you speak with
• Aim to resolve your enquiry fully during your first contact with us
• If we need additional time to provide you with an answer, we’ll get back in touch by the end of our next working day
• If we can’t do something, we’ll let you know why
• If we need some help or further information from a colleague, we’ll make sure we get you to the right person who can help. We’ll let you know who will be in touch with you and keep you updated. If we can’t reach you, we will try again. Where available we’ll leave a clear message explaining when we will try again. You can also find updates about your enquiry via your online account
• If resolving your enquiry takes longer than expected, we will provide regular updates until it’s resolved. As a minimum we will update you every 2 weeks
• Welcome feedback on how we are doing and how we can improve, and we will share with you how we have used your feedback
• Take into consideration your personal circumstances and adjust our services where we are able. We’ll work with advocates or personal representatives where appropriate. If you need help beyond what we provide, we’ll connect you to other trusted people and organisations

We’ll know we’re delivering this standard when –

• You are happy with how we handled your enquiry (transactional surveys)
• 100% of callbacks completed by the end of the next working day
• Share quarterly updates about how we have used your feedback to improve our services ‘you said, we did’

We promise to –

Listen

• Ensure we listen to all of your feedback and views on how we are performing and where we could improve across all of our services
  Provide both formal and informal collaboration opportunities, ranging from the Customer Service Committee, VIVID customer scrutiny panel and in-depth scrutiny reviews to online surveys, tailored to meet your individual needs. This approach ensures we capture a wide range of customer voices, including feedback from those who have already shared their opinions

Understand

• Analyse and interpret your feedback. We will ensure we understand the emotions and opinions behind the feedback (sentiment analysis) to ensure we are clear what you need from us and how we can improve. We will let you know how we will/have used your feedback, being clear about what we can and can’t do and why

Learn

• Learn how, why, when and if you want to talk to us, support those who may find it difficult, and respect that not all customers want to get involved

• Learn from your feedback, collaborate with you to improve and co create service improvements, demonstrating that your voice has been heard

Act 

• Be clear on the difference that your feedback, collaboration and co-design has made and update you how your feedback contributed to us achieving our ambitions
• Do what we say we will, when we say we will

We’ll know we are delivering this standard when –

• Our tenant satisfaction measures improve year on year -
  Treats me fairly and with respect
  Keeps customers informed about things that matter to them
  Listens to customers views and acts upon them
• Retain Tpas landlord accreditation and continuing to be recognised for best practice
• Report monthly via our customer influence dashboard shared on our website –

      TSM scores (keep customers informed, treat customers fairly and with respect, and listen to and act on views)
      Customer influence activities taken place that month
      Number of live projects involving customers
      How many customers are involved and how many hours you have contributed to shaping services

• Keep you updated on how we have used your feedback through quarterly (you said, we did) updates on our website

We follow the Housing Ombudsman’s Complaint Handling Code and embrace best practices to ensure our approach to complaints is fair, transparent, and focused on learning and improvement.

We promise to:

• Offer clear, accessible ways for you to complain in the way that works for you either online, by phone or in person

Stage 1 complaints

• Contact you by phone (where preferable) within 5 working days to discuss your complaint at stage 1 to explain how we’ll investigate and answer any questions you have
• Agree with you how you’d like to be kept updated, adjusting our approach to meet your individual needs
• Formally acknowledge your Stage 1 complaint in writing within 5 working days
• Contact you by phone (where preferable) to explain the outcome of your complaint and agree on the next steps — clearly outlining what we’ll do, by when
• Provide a full response to your complaint in writing within 10 working days at Stage 1

Stage 2 complaints

• Offer clear, accessible ways for you to complain in the way that works for you either online, by phone or in person
• Formally acknowledge your Stage 2 complaint in writing within 5 working days
• Contact you by phone (where preferable) at an agreed time, to discuss your stage 2 complaint to explain how we’ll investigate and answer any questions you have
• Agree with you how you’d like to be kept updated, adjusting our approach to meet your individual needs
• Contact you by phone (where preferable) to explain the outcome of your complaint and agree on the next steps — clearly outlining what we’ll do, by when
• Provide a full response to your complaint in writing within 20 working days at stage 2

To ensure we have fully resolved your complaint we’ll –
 

• Only close your complaint once all agreed actions have been completed
• If you’re unhappy with our response, we’ll clearly explain your right to escalate your complaint — including how to contact the Housing Ombudsman Service
• Use lessons learnt and feedback from complaints to make to make meaningful service improvements
• Keep you informed about the changes we’ve made through our ‘You Said, We Did’ updates and our Annual Complaint Handling Report

We’ll know we're delivering our service standard when –

• We resolve 100% of complaints in line with our Complaints Policy and the Housing Ombudsman’s Complaint Handling Code
• Tenant Satisfaction Measures (TSM) relating to Complaint Handling –Improving this score year on year
• Achieve a minimum score of 6.5 out of 10 on how we handled your complaint. While working to improve this year on year
• Complete 100% agreed actions on time

Our commitment to you.

To ensure we know when further investment is needed, we promise to:

• Visit your home every 5 years to check its condition and plan our improvement work
• Provide at least 4 weeks' notice before we visit you for a stock condition survey, giving
  you a convenient appointment date and time.

When we're improving your home, we promise to:

• Give you at least 4 weeks' notice before we start any work on your property
• Provide detailed information in advance about what we plan to do and o􀆯er you choices
  where possible
• Support you before, during, and after the planned works through a Resident Liaison Officer (RLO) who will respond to any questions or concerns you may have
• Ensure the quality of the work is high and done right the first time
• Be polite, friendly, and respectful of your home while working
• Leave your home clean and tidy, taking all rubbish away when we’re finished
• Make reasonable adjustments to how we undertake works to ensure that everyone can benefit from these
• Give you the opportunity to provide feedback on all planned works and respond promptly to any issues reported
• Learn from your feedback to improve our future service delivery.

To support you in making improvements to your home, we promise to:

• Provide clear advice and guidance on what improvements are allowed and tell you what conditions you need to meet
• Make adaptations to your home that help you live independently, based on Occupational Therapists’ advice – and give you advice about other organisations that can help you, in line with our Adaptations Policy.

In delivering this service standard, we promise to:

• Ensure all our properties have data that is not older than 5 years
• Make all stock condition appointments at least 4 weeks in advance
• Contact all customers at least 4 weeks in advance of any works taking place
• Provide information about works to all customers before they start
• Have a VIVID representative (an RLO) available to visit and provide information and assistance where required
• Deliver all works right the first time
• Contact all customers after works to ask for feedback
• Aim for an average customer satisfaction score of 9 or above out of 10
• Deliver all our planned programs
• Demonstrate how feedback has been used to improve future service delivery.

When our customers want to improve their own homes, we promise to:

• Acknowledge and either decide on or request further information for all Home Improvement requests within 10 working days
• Acknowledge and either decide on or request further information for all Disabled Facilities Grant requests within 10 working days.