We believe that all our customers deserve the best service we can provide.
Our service standards set out the quality of service you can expect from us We publish a quarterly update on how we are performing against these Service Standards. This update is sent to all residents with Streets Ahead. To see the latest update on how we are performing against our service standards please click here.
If you telephone us we will aim to:
- Answer the phone within 20 seconds.
When you write to us we will:
- Reply fully within 10 working days.
- Offer you a chance to talk to us in a private room.
- Offer you the choice of talking to a male or female member of staff, where possible.
- Offer you a translator, if appropriate.
- See you within a maximum of 20 minutes if you do not have an appointment.
If you make a complaint we will:
- Acknowledge your complaint within three working days.
- Fully investigate your complaint and inform you of the outcome within 15 working days.
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When you report a repair to us we aim to:
- Respond to all emergency repairs within 4 hours.
- Respond to all routine repairs within 21 calendar days.
- Offer you an appointment for routine repairs.
- Provide a 24-hour emergency repair service, 365 days a year.
- Invite residents to sign-off repairs when they happy with the work.
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When responding to reports of anti-social behaviour we will:
- Provide call back within 24 hours to all phone calls.
- Investigate all reports within 5 working days.
- Respond to racial harassment and violence reports within one day.
- Where possible remove offensive/obscene graffiti within 24 hrs.
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When allocating and letting our properties we will:
- Repair and re-let empty properties in an average of 16 working days.
- Process transfer applications within 10 working days.
- Ensure that all our properties are safe and secure when they are let. To see a copy of our leaflet on our minimum lettings standard please click here.
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When setting and accounting for the rent we charge we will:
- Maintain rent levels within the Government's target rent policies.
- Provide a quarterly statement to all residents
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When recovering unpaid rent we will:
- Contact individual residents as soon as arrears start building-up on their rent account.
- Offer residents in arrears priority access to the debt counselling service available through the Citizens Advice Bureau.
- Provide support through our Financial Inclusion Officer to help residents manage their money and check their benefit entitlement.
- We will complete minor aids and adaptations within 31 calendar days of receiving a brief.
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- We will produce a specification for major aids and adaptations within 28 calendar days of receiving a brief from an Occupational Therapist.
- Once works are approved by the Occupational Therapist we will obtain quotes for works within 21 days.
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When providing sheltered housing services we will:
- Develop and review support plans for all residents at least once a year to support independent living.
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When providing supported housing we will:
- Give every new resident a Direct Debit form.
- Provide new residents with an easy to read tenancy guide.
- Give every new resident a Residents' Handbook and a copy of the complaints procedure.
- Ensure every new resident has a housing benefit form completed and submitted.
- Visit every resident within 6 weeks of their tenancy starting to see how they are settling in.
- Carry out health and safety checks on supported housing properties every six months.
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- Complete customer satisfaction surveys with all residents of new properties within 12 months of occupation.
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To encourage greater resident participation we will:
- Reserve two places on our Management Boards for residents.
- Provide information about our work, services and performance through online resources and Streets Ahead.
- Provide funding for the work of the Residents' Panel.
- Arrange a quarterly business meeting with the Residents' Panel.
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When processing Right-to-Buy applications we aim to:
- Arrange to send published information and application forms within 3 working days.
- Keep within the designated timescales of the Right-to-Buy scheme.
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We will:
- Send you an annual statement of your account in October each year.
- Advise you of the various payment options available to you for all major works.
- Consult you prior to any major works.
- Provide all lessees with a Leaseholder Handbook within a month of completion of purchase.
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We will:
- Carry out monthly inspections of all neighbourhoods.
- Complete all actions arising from neighbourhood inspections within four weeks.
- Investigate any reports of abandoned cars within five working days (removal subject to DVLA checks).
- Investigate all reports abandonment and non-occupation within five working days.
- Investigate all breaches of tenancy agreements within five working days.
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We will:
- Visit all new tenants within six weeks when they move into a new home.
- Ensure that transfer applications are processed within ten working days.
- Make a decision regarding requests for internal (within MDHA) mutual exchanges within 20 working days.
- Make a decision regarding requests for external mutual exchanges within 42 working days.
- Make a decision on a succession to a tenancy for a spouse within five working days.
- Make a decision on a succession to a tenancy for any other successor within five working days.
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