Our service standards 


Laura MeddingsTo help us treat all customers with the highest levels of customer care, we have set ourselves service standards in each of the main areas in which we work.  They are set out below.  If you ever feel we have fallen short, please let us know.  You can also register a complaint or a compliment.

Our staff and offices

  • Our offices will be welcoming, clean and safe
  • We will deal with enquiries politely and quickly
  • Staff will give you their name when you contact us

Communication

We will:

  • Respond to voicemail messages by the next working day
  • Acknowledge letters and faxes needing a response within three working days, and reply within 10 working days.  If we need longer we will write explaining why and letting you know when you can expect a reply
  • Welcome you to your home within six weeks of you moving in
  • Provide information about tenancy support (how to maintain your tenancy) and other services if you need it
  • Give you a contact number for office hours and an emergency number for out of hours
  • Ask you to help decide what improvements should be made, so services continue to improve
  • Tell you what we’ve done as a result of your feedback
  • Send you a magazine three times a year with information about ASRA
  • Provide translation and interpretation services as required

Homes

We will:

  • Advise you on how to apply and the options available
  • Operate a fair and transparent lettings policy
  • Give you a copy of your tenancy or licence agreement
  • Ensure your home is safe, clean and in good condition when you move in
  • Ensure communal areas and estates where you live are safe, clean and reasonably free from litter and rubbish, and inspect these areas at least every month

Repairs and maintenance

  • You will be offered an appointment by the contractors except in emergencies
  • We will confirm any repairs ordered for you and seek your feedback on the repair
  • We will maintain your home to a good standard, and paint the outside at least every five years
  • We will complete good quality repairs as soon as possible (emergency repairs, within 24 hours; urgent repairs within five working days; non-urgent repairs within 30 calendar days)
  • We set a code of conduct for our contractors, will monitor their performance, and will take action against any who perform poorly

Aids and adaptations

We will:

  • Help you stay in your home if you are disabled or have mobility problems, but will advise you of other options if this is not possible
  • Work positively with occupational therapists to assess your needs
  • Keep you involved and inform you of progress regularly during adaptations work
  • Contact you after installation to ensure you’re satisfied

Rents and charges

We will:

  • Offer a choice of ways to pay
  • Give you a breakdown of your rent and service charges
  • Set your rent in line with government policy
  • Give you the required notice when we need to change your rent
  • Advise you on welfare benefits
  • Send a statement of your account every two months, and a mini-statement on request