Sheltered Housing Service Standards
For those living in sheltered housing we promise we
will:
- Retain scheme managers.
- Contact each tenant every day and visit every tenant
at least once a week unless specifically requested not to do so by
the individual tenant.
- Carry out monthly health and safety inspections of all
sheltered housing schemes and inspect grounds.
- Look to ensure the continuation of the 24 hour emergency call
service.
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.