Our Property Investment and Neighbourhood Repairs team Service Standards have been set with customers and colleagues. Our customers also set our targets, which are listed below:
* Make an appointment with you at the time you report your repair with our contractor JC Construction - 100%
* Write to your to confirm all urgent and non-urgent repair orders and the appointment time - 100%
* Acknowledge and order online repairs, e-mail repairs and texts within 1 working day of receipt - 100%
* Contact you on the day of your repair to confirm your appointment if you have provided us with an up to
date telephone number - 100%
* Keep to appointments to carry out your repair or let you know in advance if they are unable to keep the
appointment - 100%
* Compensate you for any genuine missed appointments caused by us - 100%
* Provide you with a Repairs Handbook - 100%
* Gold Service Members - Respond to emergency repairs within 3 hours - 100%
* Non Gold Service members - Respond to emergency repairs within 24 hours - 100%
* Gold Service Members - Respond to urgent repairs within 5 calendar days - 100%
* Non Gold Service Members - Respond to urgent repairs within 7 calendar days - 100%
* Gold Service Members - Respond to non urgent repairs within 10 calendar days - 100%
* Non Gold Service Members - Respond to non urgent repairs within 20 calendar days -100%
* Consider the need of our vulnerable customers with regard to our response times - 100%
* Consider giving Saturday and evening appointments if required e.g.
working full time - 100%
* Complete jobs on first visit
* Make sure our contractors show their identification - 100%
* Make sure our contractors behave in a proper and professional manner - 100%
* Make sure our contractors protect your home at all times - 100%
* Make sure our contractors leave their work area clean and tidy and remove any rubbish left over from the
works - 100%
* Use products that meet relevant safety and quality standards - 100%
* Monitor your satisfaction with our repairs and maintenance service - 100%
* Carry out quality checks to 10% sample of all completed repairs - 100%
* Respond to requests from you for carrying out alterations or improvements within 10 working days or receipt - 100%
* Complete an annual gas safety inspection on your home at least every 12 months with access from you - 100%
* Send you written confirmation of your first appointment for your annual gas safety inspection - 100%
* Contact you the day before your gas inspection to confirm your appointment if you have provided us with an
up to date telephone number - 100%
* Test any smoke detectors in your home during the gas safety inspection - 100%
* Employ independent contractors to carry out random quality checks following 5% of gas safety
inspections and gas installations - 5% (of completed inspections and installations)
* Issue you with a "Customer Contract" before arranging for any improvement works to be carried out to your home - 100%
* Be flexible when carrying out improvements work to recognise the needs of customers with disabilities - 100%
* Carry out improvements to your home to make sure your home at least meets Decent Homes Standard - 100%
* Put any agreements made with you in writing within 5 working days - 100%