Customer service charter: Repairs

Our responsibilities
 

  • Keep in good repair the structure and exterior of homes
  • maintain installations for the supply of water, gas and electricity, sanitation and space and water heating including: -
  • basins, sinks. baths, toilets, cisterns and waste pipes
  • electric wiring, gas and water pipes, taps
  • water and space heaters, fireplaces and fitted fires
  • sockets and light fittings
  • external repainting (including minor repairs carried out before repainting)
  • servicing lifts, district heating, & door entry systems & gas appliances
  • major repairs to walls and roofs
  • renewal of kitchens and bathrooms, electrical wiring and central heating.

 

You can report a repair by:

 

 

When you call to report a repair

You will receive a receipt that shows what repair has been ordered and how long it will take to complete. Different times are set for different types of repairs:

 

  • Category "0" & "1" EMERGENCIES within 4 hours
  • Category "2" URGENT REPAIRS within 24 hours
  • Category "3" ROUTINE REPAIRS within 21 working days

 

We will:

 

  • Treat you with courtesy and show respect for you and your property
  • make sure people working on our behalf always show their identity card
  • consult you on priorities for improving our stock
  • give priority to elderly and vulnerable customers
  • take additional measures to ensure the repair is completed without too much disruption if you are disabled, elderly or vulnerable or move furniture
  • consult you on priorities for improving our stock.

 

If we need to work in or around your home we will:

 

  • Tell you what we are going to do and how we will do it
  • tell you how long it will take
  • tell you any disruption it may cause
  • keep you informed of progress and when the work will be completed
  • protect your belongings
  • use dustsheets if necessary
  • tidy up before leaving your home.

 

Appointments

We will offer an appointment, except when it is an emergency and we will give you a choice of morning, afternoon or early evening. We will keep appointments wherever possible and notify the customer at least the day before if there are any delays. Customers will be reminded of an appointment a day in advance. If we fail to meet an appointment we will send a written apology and you can claim compensation of £10.

How we will keep to these standards

If we do not meet these standards please tell us and we will do something about it.

 

  • If our contractor fails to finish the work within 25 working days of the order being issued the customer has the right to ask for another contractor. This excludes:
  • orders over £1000
  • repairs to communal areas
  • works that are part of major works or a planned maintenance programme
  • works involving removing asbestos.

 

We will monitor our performance against these standards by

 

  • Checking work in progress and inspecting a percentage of work when it is completed
  • asking what you think about the service
  • involving you and your representatives in assessing if standards are being met.

 

To let you know if we are keeping to these standards we will

 

  • publish the results in our publications
  • display this information in our public offices