Welcome to South Lakes Housing

You are here: Home Page  >   Tenant Services  >   Sheltered Housing Service Standard

Sheltered Housing Service Standards

 

For  those living in sheltered housing we promise we will:

 

  • Contact every tenant each day.
  • Visit every tenant at least once a week.
  • Answer alarm calls within one minute and immediately call out the appropriate service and/or Scheme Manager (Mobile) to assist.
  • Respond in person to call outs for assistance within a maximum of forty minutes. Average 12.35 17.64 mins.
  • Provide locally based staff on call 24 hours a day, 365 days a year, to respond to call outs for assistance.
  • Liaise with various agencies on behalf of tenants as and when required.
  • Promote and support social activities.

 

Our staff are committed to providing excellent standards of customer care at all times.  We also promise:
 
  • We will be friendly, polite and helpful.
  • You will not have to wait more than 5 minutes to see a member of staff if you have an appointment.
  • If you do not have an appointment you will be seen within 10 minutes whenever the person you need to speak to is available.
  • We will always wear a clear name badge when we are talking to you and we will also carry identification.
  • You will leave our office knowing the action we will take.  We will give you written confirmation of any decision if you need it.
  • If you want us to we will visit you at home.
  • We will answer the telephone politely, helpfully and with our names within 5 rings of a call being passed through to us.
  • We will answer letters politely, helpfully and in plain English within a maximum of 10 working days.
  • We will remove offensive graffiti within 2 days and other graffiti within 7 days of being notified.
  • When you report a repair to us we will order the work immediately in most cases.  If the work is not urgent and requires an inspection, we will inspect and order the repair within a maximum of 14 days.
  • If you experience anti-social behaviour we will respond to incidents involving threats or actual violence within 24 hours and minor problems within a maximum of 10 days.
  • We will listen to you.  You have a right to be consulted and kept informed of matters that affect your tenancy.
 
If you think the standards as described are not being met please let your local office know. email: info@southlakeshousing.co.uk
 
Kendal
South Lakes Housing, Little Aynam House, Kendal, Cumbria  LA9 7AH
Tel: 01539 717717
 
Ulverston
The Town Hall, Queen Street, Ulverston, Cumbria LA12 7AR 
Tel:  0845 057 0080