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The levels of service outlined in this leaflet are a minimum and our
aim is to continually improve services to ensure tenants receive the
highest levels of service provision.
This Charter and service level agreement give tenants something by which
our success can be measured and it commits Housing for Women to delivering
specific levels of service as summarised in this document.
SERVICE LEVEL AGREEMENT
- Provide a quality and timely repair service.
- Provide straightforward and usable information to tenants and others.
- Provide an efficient and effective service where staff take ownership
of problems and there are clear lines of responsibility between the
landlord and tenant.
- Staff and contractors are courteous, friendly and trustworthy.
- Upgrade/improvement projects are timetabled and involve the tenants
in the planning and implementation process.
- Provide a prompt, safe and effective response to emergencies.
AS A RESPONSIBLE LANDLORD WE AIM TO RESPOND EFFECTIVELY TO OUR
TENANTS' REPAIR NEEDS AND WE WILL:
- Treat all tenants equally and in a courteous and respectful
manner.
- Aim to see tenants with appointments within 30 minutes of
the arranged time or telephone if this is not possible.
- Advise tenants of target completion times for day to day
repairs and give them an explanation of the proposed repair.
- Consult with tenants by letter where the Association proposes
to make physical improvements to the property/environment.
- Give tenants at least seven working days prior notice by
letter before starting planned maintenance programme work on site e.g.
erecting scaffolding for roof work, external painting, rendering etc.
- Take reasonable care to keep in good repair the structure,
exterior, installation and common parts of the premises.
- Decorate the exterior of the premises and common parts every
five years where appropriate.
- Observe the tenants' right to make improvements and repairs
in accordance with Section 96 of the Housing Act 1985.
- Give tenants a list of approved contractors who will deal
with out of hours emergencies on the Association's behalf.
- Welcome tenants' comments and suggestions about maintenance related
issues.
AS A RESPONSIBLE TENANT OF HOUSING FOR WOMEN YOU WILL ENDEAVOUR TO:
- Treat all staff with courtesy and respect.
- Adhere to your repair responsibilities as outlined in your Tenants Pack.
- Give access by arrangement to Housing for Women's staff/appointed contractors during weekday working hours.
- Promptly report any disrepair or defect to your home or communal area to the Maintenance Department.
- Inform the Association of any change to your personal details e.g. contact telephone numbers, next of kin etc.
- Always keep pre-arranged appointments with Housing for Women's staff/appointed contractors; inform the Association in good time if the appointment cannot be kept.
Please note: Any use of HFW policies/procedures by third parties is entirely at their own risk. It is the responsibility of the third party user to verify that the policy or procedure complies with current legislation/best practice before relying on it.
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