As your landlord, we have a legal duty to carry out certain repairs and services when needed. We will:

• Adhere to agreed repairs timescales as set out in our policy.
• Carry out required safety checks, including gas servicing and fixed electrical inspections.
• Provide customers with an appointment at the earliest opportunity.
• Ensure there are a range of means available for customers to report a repair.
• Acknowledge customer repair requests that have been logged by email or letter, within 48 hours.
• Use customers preferred contact details, wherever possible.
• Use SMS text messaging where customers have requested this service, to provide updates on repair appointments.
• Investigate complaints of poor workmanship and resolve any quality issues.

Our operatives will:

• Wear photographic identification when visiting a customer’s home.
• Make reasonable adjustments for customers who may have a vulnerability or additional need.
• Attend appointments as agreed and allocated times (AM = 08:00 -12:00 / PM = 12:00 – 16:30).
• Call customer’s ahead of attending an appointment, and advise of any unexpected delays.
• Explain how long they expect works will take to complete and how it will affect the customer.
• Provide a clear explanation to customers of any follow on works required.
• Where possible, provide a convenient follow-up appointment before leaving the customer’s home.
• Treat customers and their homes with respect, using appropriate covers and screening.

We will assess our service standards by:

• Reporting on the number of repairs completed on time
• Reporting on the number of appointments made and kept
• Reporting on the number of gas safety checks carried out
• Maintaining an asbestos register for our properties
• Keeping a record for all aids and adaptations and the progress made
• Inspecting a sample of repairs to ensure a quality service
• Conducting customer surveys to get your views on the speed and quality of the work carried out and reporting on the results in our annual Value for Money report