Responsive Repairs Service Standard
We have developed service standards for each team and the area of work that they cover, to ensure that you receive a consistently high quality service from us.
Responsive Repairs: we will...
- Provide an up-to-date Repairs Handbook detailing advice and information.
- Involve you in the improvement and monitoring of the Service through monthly meetings with the Residents Repair Panel.
- Offer appointments for all non-emergency works when you report it.
- Leave your home clean and tidy after the works.
- Regularly report how we are doing, through our At Home magazine and on our web page.
- Attend at least 98% of appointments made.
- Carry out repairs whenever we can without having to carryout a pre-inspection first.
- Give you at least 24hours notice if we have to change an appointment.
- Send a reminder text of your appointment.
- Complete 90% of works carried out at first visit.
- Carry out Gas, Electrical and Asbestos safety checks in accordance with current legislation.
- Provide a prepaid satisfaction survey form to obtain your views.
- Make sure our contractors wear identity badges that are easy to read.
- Ensure our contractors follow the code of conduct through resident feedback, PHP site visits and monthly meetings with the contractor.
- Inspect 10% of completed works to ensure excellent services