Our service standards 

We aim:

• To provide a service determined by your needs.
• To be committed to delivering the best service to all of our customers.
• To treat all customers fairly, equally and with respect
• To deliver on our promises on time
• Be approachable and professional
• Say when we can and cannot help and explain the next steps.
• Let you know what to do if we fail you.
• To comply with Equality and Diversity and Data Protection policies.

Aims

Targets

• Be responsive to your enquiries.

•  If you have an appointment it will be kept.
• You will not be kept waiting more than 10 minutes for your appointment.
• If the person you wish to see is unavoidably detained, we will offer to make alternative arrangements for you.
• We will answer 80% of all calls within 20 seconds
• We will respond to all phone messages within one working day.
• We will respond to letters, emails and faxes within 10 days.

Aims

Targets

• To publish our complaints policy.
• To resolve your complaints.
• To own your complaint.
• To keep you informed.
• To apologise when we are at fault.

• We will acknowledge your complaint within 2 working days.
• We will send a full response to complaints within 10 working days.
• We will advise within 10 days, for complex queries, if a full resolution is to take longer

Aims

Targets

• To get repairs done first time.
• To inform you of progress with your repair.
• To monitor contractors performance.
• To ensure all our homes meet the decent homes standards.
• To keep the property in a good state of repair

• We will operate a 24-hour emergency repair reporting service.
• We will make safe all emergencies within 24 hours, and complete all other repairs within our repairs policy guidelines.
• We will measure satisfaction.
• We will inspect at least 10% of completed repairs.
• We will carry out an annual gas safety check.
• We will publish our work programme every year.

Aims

Targets

• To ensure neighbourhoods are maintained and in a safe condition.
• To manage anti-social, nuisance and harassment incidents

• We will manage and monitor communal services, at least 6 times per year.
• We will carry out Neighbourhood Inspections at least 4 times per year.
• Once reported, we will remove offensive graffiti within 24 hrs, other within 1 week and where specialist removal is required, within 2 weeks.
• Once reported we will ensure your estate is clear of bulk rubbish (i.e., fly tipping), within 48 hours.
• We will manage serious anti-social, nuisance and harassment incidents within 24 hours and within 20 days when our level of intervention is less required.

Aims

Targets

• To  provide information, support and guidance at each stage of letting a property to you

• Ensure that the property meets our minimum lettable standards.
• Provide accompanied viewing at offer stage.
• Visit you in your property within 4 to 6 weeks after your tenancy begins
• Upon receipt of a request to move, we will contact you within 10 working days

Aims

Targets

• To provide information, support and guidance to enable you to pay your rent.

• We will send you rent statements every three months and provide you with a mini statement on request.
• We will provide information on rent payment method options and give notice of rent changes.
• We will provide assistance with referral to external support agencies.
• We will issue written notification of all arrears actions
• We will annually supply a schedule of the costs of service charges.

Aims

Targets

• Give you formal and informal opportunities to give your views on our services.
• Consult you on changes to policies, procedures and services that affect you.

• We will provide a wide-range of options for involvement and resources to support.
• We will provide Information about events 7 days in advance. 
• We will provide participant feedback.
• We will give you at least 3 weeks to respond to any formal consultation.

• Be polite, courteous, non-abusive or threatening at all times, or you will not be dealt with.
• Treat our staff with respect.
• Come prepared and bring all necessary documentation to meetings or appointments.
• Comply with all reasonable requests made by our staff.
• Appreciate that from time to time your query may lie outside our remit or control and we may not be able to help you.

If you would like this or any other LHA-ASRA publication explained, translated or made into another format such as large print, audio or Braille, or you have any enquiries in relation to this document, including requesting information on any policies mentioned within this document, please contact us on 0116 2576716.