Service standards

These service standards explain what you can expect when you use our services. 

We will: 

  • Be polite and courteous when dealing with enquiries 
  • Understand and respond to the different needs of individuals 
  • Treat you and your home with respect 
  • Observe your right to privacy 
  • Keep you informed in ways which are easy to understand 
  • Take ownership of a service request until it has been effectively delivered 
  • Deliver services within published timescales 

These are the seven areas you said were most important to ensure a positive experience and were developed following consultation through involved tenant groups and surveys with other tenants. They are reviewed every two years and monitored by involved tenant groups on a quarterly basis using tenant inspections (mystery shopping), tenant satisfaction surveys and performance indicators. 

Published timescales 

Below are the published timescales in which we will deliver our services, as referred to in the service standards.

If there are any delays we’ll make sure you are kept up to date throughout the process and will work to complete your repair at the earliest opportunity.

  • Aim to complete 87% of tenant queries at the first point of contact
  • Acknowledge general tenant enquiries within three working days
  • We will aim to agree a solution to your informal complaint within five working days
  • We will send your full response in writing to your ‘Investigate it’ complaint within 10 working days
  • We will send you a full response in writing to your ‘Review it’ complaint within 15 working days

Right to Buy timescales 

The service standards explain what you can expect when you access services.

The service standards were launched following tenant consultation through involved tenant groups and surveys with other tenants.

Below are the published timescales in which we will deliver our services, as referred to in the service standards. These relate to Right to Buy:

  • When you request a sales enquiry pack we will send you one within five working days
  • We will provide you with a receipt within five working days of receiving your application

Repairs and maintenance timescales 

The service standards explain what you can expect when you access services.

The service standards were launched following tenant consultation through involved tenant groups and surveys with other tenants.

Below are the published timescales in which we will deliver our services, as referred to in the service standards. These relate to repairs and maintenance: 

Due to COVID-19, some materials may be difficult to source. This could lead to delays outside of the below timescales. If there are any delays we’ll make sure you are kept up to date throughout the process and will work to complete your repair at the earliest opportunity. 

  • Complete emergency repairs or make safe within 24 hours 
  • Complete urgent repairs within three working days 
  • Complete routine repairs within 10 working days 
  • Complete approved adaptations costing up to £1,000 within 27 calendar days 
  • Complete approved adaptations costing up to £6,000 in under 180 calendar days 
  • Ensure 100% of properties have annual gas safety check 

Neighbourhood and anti-social behaviour timescales 

The service standards explain what you can expect when you access services.

The service standards were launched following tenant consultation through involved tenant groups and surveys with other tenants.

Below are the published timescales in which we will deliver our services, as referred to in the service standards. These relate to your neighbourhood and anti-social behaviour services: 

  • Remove offensive graffiti within one working day of it being reported, unless being investigated by the police 
  • Acknowledge and triage reports of anti-social behaviour within two working days 
  • We will deliver neighbourhood promises to improve where you live 
  • Discuss the anti-social behaviour complaint with the complainant either over the phone or in person within one working day if it is serious anti social behaviour. This includes violence, threats of violence, harassment, hate behaviour or domestic abuse 
  • Following acknowledgement and triage, discuss the anti-social behaviour complaint with the complainant either over the phone or in person within five working days for all other instances of anti-social behaviour