To help us treat all customers with the highest levels of customer care, we have set ourselves service standards in each of the main areas in which we work. They are set out below. If you ever feel we have fallen short, please let us know. You can also register a complaint or a compliment.
Our staff and offices
- Our offices will be welcoming, clean and safe
- We will deal with enquiries politely and quickly
- All staff will wear name badges
- We will answer phone calls within 20 seconds
- Staff will give you their name when you contact us
Communication
We will:
- Respond to voicemail messages by the next working day
- Acknowledge letters, emails and faxes needing a response within 3 working days, and reply within 10 working days. If we need longer we will write explaining why and letting you know when you can expect a reply
- Welcome you to your home within four weeks of you moving in
- Provide information about tenancy support (how to maintain your tenancy) and other services if you need it
- Give you a contact number for office hours and an emergency number for out of hours
- Ask you to help decide what improvements should be made, so services continue to improve
- Tell you what we’ve done as a result of your feedback
- Send you a magazine four times a year with information about LHA and our area
- Provide translation and interpretation services as required
Homes
We will:
- Advise you on how to apply and the options available
- Operate a fair and transparent lettings policy
- Give you a copy of your tenancy or licence agreement
- Ensure your home is safe, clean and in good condition when you move in
- Ensure communal areas and estates where you live are safe, clean and reasonably free from litter and rubbish, and will inspect these areas at least every three months
Repairs and maintenance
- You will be offered an appointment except in emergencies
- We will confirm any repairs ordered for you and seek your feedback on the repair
- We will maintain your home to a good standard, and paint the outside at least every five years
- We will complete good quality repairs as soon as possible (emergency repairs, within 24 hours; urgent repairs within five working days; non-urgent repairs within 14 working days)
- We set a code of conduct for our contractors, will monitor their performance, and will take action against any who perform poorly
Aids and adaptations
We will:
- Help you stay in your home if you are disabled or have mobility problems, but will advise you of other options if this is not possible
- Work positively with occupational therapists to assess your needs
- Keep you involved and inform you of progress regularly during adaptations work
- Contact you after installation to ensure you’re satisfied
Rents and charges
We will:
- Offer a choice of ways to pay
- Give you a breakdown of your rent
- Set your rent in line with government policy
- Give you the required notice when we need to change your rent
- Advise you on welfare benefits
- Send a statement of your account every three months, and a mini-statement on reasonable request
Getting involved
We will:
- Involve you in the business of LHA, by valuing your suggestions and using your feedback to improve services
- Offer you a variety of ways to get involved
- Hold tenants conferences
Supporting you
We will:
- Give equal access to accommodation, services and jobs
- Treat all people as individuals and not discriminate
- Identify and meet the needs of under-represented and vulnerable groups
- Keep personal data about you safe and secure
- Respond to cases of anti-social behaviour or harassment quickly, support you if you are a victim, and ensure you know what is happening
Complaints
We will:
- Aim to resolve your complaint to your satisfaction
- Acknowledge your complaint within three working days
- Respond to your complaint within 10 working days
- Ensure you can appeal to the Director of Housing Services and then to the chair of LHA if you are still not satisfied
- Ensure you can then appeal to the Housing Association Ombudsman if you are still not satisfied
What we expect from you
- To treat our staff politely and help us provide services to you
- To give us feedback on our services so we can improve
- To meet your responsibilities as set out in your tenancy agreement or lease