SERVICE STANDARDS
Service Response Standards.
Following consultation with our Resident Group, we have introduced a set of agreed service response times to provide greater clarity about the standards of service residents can expect from us.
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REQUEST FOR/MADE BY |
STANDARD WITHIN RESPONSE TIMES |
CALL BACK REQUEST |
*24 HOURS |
EMAIL TO OUR INFO MAILBOX |
AUTOMATIC IMMEDIATE |
EMAIL TO INDIVIDUAL STAFF MEMBERS |
*24 HOURS |
WHATSAPP RESPONSE |
*24 HOURS |
MY ACCOUNT |
*24 HOURS |
FACEBOOK MESSENGER |
*24 HOURS |
LETTER – ACKNOWLEDGEMENT |
5 WORKING DAYS |
INTERVIEW REQUEST (IN YOUR HOME) |
7 WORKING DAYS |
INTERVIEW REQUEST (IN OUR OFFICE) |
5 WORKING DAYS |
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COMPLAINT – ACKNOWLEDGEMENT |
5 WORKING DAYS |
COMPLAINT – STAGE 1 RESPONSE |
10 WORKING DAYS |
COMPLAINT – STAGE 2 RESPONSE |
20 WORKING DAYS |
SUBJECT ACCESS REQUEST |
1 CALENDAR MONTH |
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SAFEGUARDING CONCERNS |
SAME DAY |
WELFARE CONCERNS |
*24 HOURS |
GIVE SOMETHING BACK REQUEST – URGENT |
SAME DAY |
GIVE SOMETHING BACK REQUEST – NON- URGENT |
5 WORKING DAYS |
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RENT STATEMENT REQUEST (VIA POST) |
SENT WITHIN 24 HOURS |
RENT REFUND REQUEST |
NEXT PAYMENT RUN |
RENT PAYMENT CARD REQUEST |
*24 HOURS |
DD SET UP |
*24 HOURS |
HELP WITH RENT ACCOUNT/PAYMENT ISSUES |
*24 HOURS |
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HOUSING APPLICATION |
5 WORKING DAYS |
MUTUAL EXCHANGE REQUEST – ACKNOWLEDGEMENT |
3 WORKING DAYS |
MUTUAL EXCHANGE REQUEST – DECISION |
42 DAYS |
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ASB – LOW LEVEL |
5 WORKING DAYS |
ASB – MEDIUM LEVEL |
3 WORKING DAYS |
ASB – HIGH LEVEL (INCL HATE CRIME) |
*24 HOURS |
NOISE COMPLAINT |
5 WORKING DAYS |
LANDLORD REFERENCE REQUEST (PRIVATE) |
7 WORKING DAYS |
LANDLORD REFERENCE REQUEST (SOCIAL) |
5 WORKING DAYS |
PET PERMISSION REQUEST |
10 WORKING DAYS |
TERMINATION FORM ACKNOWLEDGEMENT |
*24 HOURS |
NEW HOUSEHOLD MEMBER REQUEST |
5 WORKING DAYS |
THIRD PARTY CONSENT /POA REQUESTS |
5 WORKING DAYS |
VARIATION OF TENANCY REQUEST |
10 WORKING DAYS |
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TENANT PRIVATE WORKS ACKNOWLEDGEMENT |
5 WORKING DAYS |
TENANT PRIVATE WORKS FINAL DECISION |
6 WEEKS |
GENERAL REPAIR REQUEST VIA PORTAL |
1 WORKING DAY |
EMERGENCY REPAIR (SERIOUS RISK) – MAKE SAFE MAY BE INITIAL RESOLUTION |
4 HOURS |
URGENT REPAIR |
5 WORKING DAYS |
ROUTINE REPAIR |
20 WORKING DAYS |
AWAABS LAW (HAZARDS INCLUDING DAMP & MOULD) |
SAME DAY ASSESSMENT |
BULKY WASTE REMOVAL – PAID |
7 WORKING DAYS |
FLY TIPPING (HEALTH & SAFETY RISK) |
*24 HOURS |
REPORTS OF HUMAN OR ANIMAL BODILY FLUIDS IN COMMUNAL INTERNAL AREAS |
SAME DAY |
BLOCKED CHUTES (HIGH RISE) |
SAME DAY |
REPORT OF GRAFFITI (OFFENSIVE) |
4 HOURS |
REPORT OF GRAFFITI (NON-OFFENSIVE) |
7 WORKING DAYS |
LIFT NOT WORKING (HIGH RISE) |
SAME DAY |
GENERAL REQUEST FOR PROPERTY TEAM ATTENDANCE |
7 WORKING DAYS |
*24 hours does not include weekends and bank holidays