Service standards

Service standards

Our code of conduct sets out the standards we expect from our staff. We will:

• be polite at all times;

• make sure we treat everyone fairly and with respect;

• listen to you and ask for your views about our services;
  
  

• not keep you waiting without an explanation;
  
  

• make it clear what we can and can’t do;
  
  

• answer your letters within 10 working days;
  
  

• answer the phone within five rings;
  
  

• keep to any appointments we have made with you;
  
  

• respond to enquiries and make our replies easy to understand;
  
  

• welcome your ideas and involvement in our neighbourhood centres;
  
  

• admit when we have made mistakes and try to put things right;
  
  

• accept your right to complain, and guarantee to investigate your complaint fully; and

• learn from complaints.

• send out your service charge bill by the autumn after we have audited our accounts;

• reply to your enquiries within 10 working days of receiving them;

• consult you before we do major work or enter into service contracts above a certain value, in line with the relevant law; and

• carry out repairs to the same high standard and to the same timescales as if you were a tenant.

Our estate services team will carry out the following duties each day.

• Inspect the estate or area each day.

• Pick up litter.

• Clean lifts.

• Check shared areas for vandalism and graffiti and report or remove anything we find.

• Report repairs.

• Identify abandoned and dangerous vehicles.

Our estate services team will carry out the following duties each week.

• Clean shared areas of blocks.

• Remove graffiti. However, if the graffiti is racist or obscene, we will remove it within 24 hours of it being reported to us.

• Carry out certain repairs, such as unblocking refuse chutes and replacing light bulbs.

Our estate services team will also carry out the following duties regularly.

• Full clean all shared areas of blocks.

• Inspect estates with resident board members 10 times a year.

• Cut grassed areas every week between the months of March and October, including trimming around trees and borders.

• Spray weedkiller on all estates four times a year.

• Regularly maintain shrubs and rose beds and prune and cut them if necessary.