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Tenant Service Charter

We are committed to delivering a high quality of service and aim to respond effectively to tenants’ needs in the services we provide.We have adopted a ten point Service Charter, which we use to set targets for service delivery and monitor our performance and we are committed to continuously improving our services.

The main points of our service delivery targets are set out below:

• All residents will be treated with courtesy and respect

• We will respond to communication within 10 working days

• Correspondence which needs a more complex response will be answered within five working days with a full response within 28 days.

• Where someone does not have English as their first language we will try to provide a translation or interpreter if needed.

• We will provide residents requesting a home visit with an appointment within 10 working days.

• We will answer the office telephone politely and aim to answer within a maximum of six rings. We will respond to messages left on the ansaphone within 24 hours if on a working day.

• We aim to see people with home appointments within 30 minutes of the arranged time or will telephone if this is not possible.

• We will deal with all complaints in accordance with our published complaints procedure

• We will provide and where possible, consult, about details of costs and services paid by tenants on an annual basis.

• We will inspect common areas of all properties twice a year and, where appropriate, invite residents to attend those inspections.

• We will aim to carry out repairs within the target response times.
 
A full description of each of these points is contained in the Tenant Handbook (Sheltered Housing) which can be downloaded by following the link at the bottom of this page.

Related files that you can download and print or save on your computer

Tenant Handbook Sheltered Housing