CUSTOMER READER REFERENCE
Social Housing Shared Owners Market Rented
Customer Service Standards 2011-2013
A summary of Standards of Service offered to residents of RFHA
Customer Service Standards 2011-2013
Keeping in Touch with You Resident Involvement and Empowerment Standard Our target is to:
• • • • • •
Answer the telephone within 7 rings Answer the telephone giving a greeting and our name Agree a timescale for calling you back if we need to Ring you back within 24 hours if you call us and leave a message Respond to emails within 2 days Respond to letters within 7 days Respond to complaints within 7 days Make information available on request in a range of formats such as large print, different languages and Braille. (please let us know if you would like this document in an alternative format)
Text Messaging Code of Conduct You agreed that:
• • • •
You were happy to receive text messages from us 7 days a week We will only send text messages between 9am - 6pm We will send no more than 5 text messages to you in a week about an over due debt We will respond to a text message sent to us in 2 days
Quality Homes
Excellent Services
Community Values
Please note
These standards apply to all of our customers: Social Housing, Market Rented and Shared Ownership.
Exceeding Expectations
Question of the Week results
During the last 3 months of 2010, we asked residents who telephoned us and who visited reception a ‘Question of the Week’ about our service standards. We have used your feedback to produce these new service standards. Wherever you see the smiley face, RFHA has listened to your comments and acted.
Repairs Home Standard Our target is to:
• • •
Offer emergency repairs 24 hours a day, 7 days a week Complete emergency repairs with in 12 hours Complete urgent repairs within 5 days Complete routine repairs within 21 days Offer appointments for emergency, urgent and routine repairs, giving the choice of a morning, afternoon or family-friendly appointment (avoiding school run times) Select professional and qualified contractors to work in your home Carry out a full property inspection every 5 years
Our contractors promise to:
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Show ID at every visit even if you don’t ask them to Ensure repairs are completed to a high standard Please Arrive on time or let you know if they are running late note Be polite and remember that the resident is These the customer standards apply Try to complete the repair right first time to Social Housing Use dustsheets and clear up after they have and Market Rented finished the work customers Respect your home only.
Managing Your Tenancy Tenancy Standard Our target is to:
• •
Provide every tenant with a Tenancy Handbook Offer different ways for you to pay your rent: through ‘allpay’ you can pay over the telephone, on line, through the website, by direct debit and at Paypoint outlets; you can also pay at our offices by cash or cheque. Send you a rent statement every 13 weeks Respond to issues of anti social behaviour within:1 day for high risk cases 7 days for moderate risk cases 14 days for low risk cases Visit you within 4 weeks from the start of your tenancy * Visit you within 5 days if you request a visit* Please
• • •
note
The starred standards only apply to Social Housing customers Some of our residents, staff... and not forgetting the kids at our TalkBack event, held in January 2011
Up Your Street Neighbourhood and Community Standard Our target is to:
• • • • • • • •
Visit every street that we have properties on at least once every three years and ask residents to join in Let you know when we are visiting your street Let all residents know the outcomes of inspections and how we can help Ask for your views on your neighbourhood Remove graffiti from our properties within 2 days Check every six months that grass cutting and gardening of communal areas happens Liaise with the local council to provide litter and dog waste bins for areas of high concern Provide skips for community clear up days Please note
These standards apply to all of our customers: Social Housing, Market Rented and Shared Ownership. Younger RFHA residents at our Surtestart event (top) and at Grendon Outward Bound Centre (bottom)
Quality Homes
Excellent Services
Community Values
Exceeding Expectations
Get Involved We want you to be happy with the services that RFHA provides. We believe that the best way to achieve this is by offering an extensive and effective Resident Involvement programme that gives you lots of opportunities to shape how we operate. One option is to become a ‘Mystery Shopper’: testing that we actually do what we say we will do in this leaflet. Full training will be provided and you can earn up to £100 in High Street Shopping Vouchers. For more information about Mystery Shopping or any of our other Resident Involvement options please contact us on the details below. Resident Involvement with this year’s Service Standards led to the decision to produce a leaflet rather than a booklet- this made a saving of £550 in printing costs compared to previous Service Standards booklet. You really make a difference! Sometimes we make mistakes and may not perform as we have agreed to in this booklet.If you would like to make a complaint please refer to our complaints leaflet (Getting it Right), which is in your Residents Handbook.
RFHA. St. Peter’s House, 101 Wellingborough Road, Rushden, Northamptonshire NN10 9YL Tel: 01933 411400
Email: info@rfha.org.uk