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harding service standards

This is our commitment to you. If we don’t meet these standards, please let us know, as that will help us to keep improving.

  • We will always offer a friendly, polite and helpful service.
  • We will staff a telephone answering and reception service from 9am to 5pm, Monday to Friday.
  • We will answer all calls promptly and will call you back if you ask us.
  • We will reply to any telephone message or text message within 1 working day.
  • We will always give the name of the staff member answering a call.
  • We will acknowledge all letters or emails within 2 working days or we will provide a proper reply to your letter or email within 1 week.
  • We will investigate and respond to all complaints in full within 2 working weeks or, if that is not possible, we will provide you with an update.
  • We will arrange a personal appointment to see one of our staff within a week unless we think an appointment is not necessary.
  • We will ensure that all visitors with appointments wait no longer than 5 minutes after their appointment time, and those without appointments wait no longer than 10 minutes to see someone.
  • We will notify at least one day in advance if we are unable to make an appointment unless a staff member falls sick. In that case we will notify all pm appointments by 10am on the day and will keep am cancellations to an absolute minimum.
  • We will offer visitors privacy where possible.
  • We will arrange for an interpreter if you want to speak to us in your own language or for a member of staff with British Sign Language skills to handle your enquiry.
  • We will, when visiting, respect your home and all reasonable customs.
  • We and our contractors will carry ID when visiting.
  • We will provide our services to all members of the community irrespective of race, sex, creed, sexual orientation or disability.

And if you live on Church Manor:

  • We will ensure office reception is manned between 9.00am and 4.30pm, Monday - Friday. The office will be closed for lunch between 1.00 - 2.00pm.

And when you need a repair in your home:

  • We will offer you, when you first contact us, a mutually agreed appointment during working hours (am or pm) and will send written confirmation of any appointment.
  • We will complete jobs within published timescales.
  • We will work cleanly and tidily in your home.
  • We will provide a 24-hour emergency service.
  • We will ensure that our operatives are uniformed and in clean vans that they drive safely at all times.

And if you need support in managing your tenancy:

  • We will visit you within 1 week of your request. If we are unable to offer you support directly, we will put you in contact with an organisation that can.

And if you are suffering from anti-social behaviour:

  • We will investigate reports within 24 hours (for serious cases) or 5 days (for other cases). We will notify you in writing of any proposed action within 1 week (for serious cases) or 2 weeks (for other cases).

And if you want to move:

  • We will try to help but we cannot transfer more than a few tenants each year as we have very few properties available for transfers.
  • We will offer properties of a decent standard.
  • We will decide on transfer applications within 1 week of receiving all the necessary information.

And if you want to get involved in running Harding:

  • We will aim for tenant representation of between 25 to 33% on the governing board of Harding.
  • We will consult with tenants about changes to services or staff numbers and will support the effective development of the Tenant Forum and other tenants groups.
  • We will assist residents and local groups to access funds for community projects.

These Service Standards are designed to give you the highest possible quality of service based on the money available and your reasonable expectations. There may be very rare occasions when we cannot meet the standards because of, for example, staff sickness.

ALL OF THE ABOVE STANDARDS ARE SUBJECT TO TENANTS DEALING FAIRLY AND POLITELY WITH US. WE RESERVE THE RIGHT TO CHANGE STANDARDS FOR THOSE WHO DO NOT OBSERVE THEIR SIDE OF THE DEAL.                                   

ISSUED: 20/2/03
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