Service Standards

The purpose of this leaflet is to give information to you as tenants on the services we provide. We hope that this leaflet is easy to understand and provides concise information on the services we provide as a
landlord, keep this leaflet safe and refer to it before contacting us.

Obtaining the views of tenants has been central while developing these service standards, we therefore hope that this leaflet is attractive and useful.

We shall ensure that we maintain these standards by collecting suggestions about our services and letting you know how we are doing, and how we are improving.

If you are aware that we do not reach certain standards we would welcome your comments, to ensure that we continue to improve.

Repairs and maintenance

We will:

• provide an emergency repair service 24 hours,
  365 days a year
• provide information on the type of repair that needs to be done
  and when the work should be completed:
  • emergency - within 24 hours (an example is no heating or water in your home)
  • urgent - within 7 days (an example is partial loss of hot or cold water or partial loss of heating)
  • non-urgent - within 30 days (an example is repair to letter box)
• provide written confirmation of the works order, the type of repair and when the work should be completed
• respond to questionnaire which notes that the standard of service/work was unsatisfactory
• service boilers annually giving at least a weeks notice
• inform residents in advance when repairs are considered to be their responsibility and our intention is to charge for the work
• ensure that contractors follow the code of conduct

Planned Maintenance (major works such as new kitchens or new windows)

We will:

• let you know which work will be carried out in your home during the financial year (April to March)
• write to the tenant at least two weeks before work is to start
• if possible, offer choice of colours of kitchen units, floor coverings, and front doors
• provide you the name and telephone number of the contractor
  who will carry out the work
• ensure that contractors follow the code of conduct

New developments

We will:

• ensure that we follow legislation and requirements of the Assembly when building new properties
• confirm within 14 days the date for moving into the new property
• include operating instructions for the boiler, central heating etc.
• provide information on the standard on the new property before tenants move in

Rents Service

We will:

• write to tell you about the changes in your rent and service charges during May of every year
• offer you various ways of paying rent by: direct debit, cheque, payment cards or cash
• contact you if you have missed more than one payment
• deal with rent arrears promptly
• direct you to other services that can offer assistance with financial matters

Anti social behaviour

We will:

• acknowledge every incident of anti social behaviour
• respond to incidents of nuisance and racial harassment within 3 working days
• agree and sign up to an agreed course of action with the victim and the person causing the nuisance
• give an explanation why a case will be closed
• work with local government, police and other agencies to deal with anti social behaviour
• publicise injunctions and repossessions
• ask your opinion during a home visit, to give use feedback on our services