Service standards
Resident-led focus groups develop and monitor
these service standards as part of our 'Partnership Agreement'.
Dealing with nuisance and anti-social behaviour
Redland will:
- Respond to a complaint of nuisance within 10 working
days.
Target: 100%. Monitor using internal log sheets.
- Respond to a report of a racist or homophobic incident
within one working day.
Target: 100%. Monitor using internal log sheets.
- Respond to further evidence on cases identified as
anti-social behaviour within five working days.
Target: 100%. Monitor using internal log sheets.
- Publicise successful outcomes of at least two cases
each year.
Target: 100%. Monitor by record of publicity received.
Agreed by Nuisance and ASB Focus Group in March
2007.
» Back to
top
Customer care and complaints
Redland will:
- Reply to any written communication within 14 days of
receipt.
Target: 95%. Monitor by random checking exercise.
- Offer a simple way to make a complaint, which residents
understand.
Target: 90%. Monitor by satisfaction survey of complaints service
users and by telephone survey.
- Acknowledge receipt of a formal complaint within three
days and send a full reply within 21 days.
Target: 100%. Monitor by 100% check, reported as Board key
performance indicator.
- Make sure telephone callers speak to someone able to
deal with their enquiry, usually when they first call, or if this
is not possible, within one working day.
Target: 70% first call. 90% call back. Monitor by mystery
shopping.
- Carry out an annual review of the contact details and
information we hold about each individual
resident.
Target: 100%. Monitor by 100% check.
Agreed by Customer Care Focus Group in June 2007.
» Back to
top
Managing estates
Redland will:
- Carry out an estate inspection twice a year (on every
development of more than two properties).
Target: 95%. Monitor by internal calendar of completed
inspections.
- Remove fly-tipping or graffiti within eight working
days of notification (24 hours for racist/homophobic graffiti or
fly-tipping with a health and safety risk).
Target:
95%. Monitor by random sampling of job orders.
- Repair faulty external lighting within 15 working days
of report.
Target: 95%. Monitor by random sampling of job orders.
- Keep grass in common areas under 60mm in
height.
Target: 95%. Monitor by random sampling at
estate inspections.
Agreed by Estate Management Focus Group in May
2007.
» Back to
top
Involving you
Redland will:
- Ensure all resident leaflets and resident handbooks
achieve the Crystal Mark standard from the Plain English
Campaign.
Target: 100%. Monitored by internal audit by Communications Focus
Group.
- Carry out a STATUS survey (a satisfaction survey using
nationally agreed questions) at least once every three years. The
outcomes and ctions to be reported to residents.
Monitored by internal audit by Redland Residents' Committee.
- Support resident Board members and other elected
representatives (including Neighbourhood Voices and Redland
Residents' Committee members), and set targets annually for the
numbers of residents involved in these ways.
Monthly monitoring by Redland's Board, annual monitoring by
Neighbourhood Voice panel and bi-monthly monitoring by Redland
Residents' Committee.
- Ensure that focus groups in each key service area will
meet at least once a year.
Monitored annually by the Redland Residents' Committee.
Standards agreed by Redland Residents' Committee in
September 2007. Targets and monitoring to be agreed.
» Back to
top
Communications
Redland will:
- Keep published information up to date, using a schedule
of three-yearly reviews for each leaflet produced, and keep the
tenants' and home owners' handbooks up to date to reflect current
practice.
Target: 100%. Monitor using internal log checkied by Communications
Focus Group.
- Produce all leaflets and handbooks to the Plain English
Crystal Mark standard.
Target: 100%. Monitor using internal log checkied by Communications
Focus Group.
- Make all leaflets and handbooks available on the
website by 2008.
Target: 100%. Monitor by mystery shopping.
- Make all public documents available on request in a
variety of formats.
Target: 100%. Monitor by mystery shopping.
Standards agreed by Communications Focus Group in January
2007. Targets and monitoring to be agreed.
» Back to
top
Letting properties
Redland will:
- Meet you to view a property and answer your questions
about it.
Target: 100%. Allocations procedures.
- Make sure that the property is clean and tidy when you
move in.
Target: 95%. Lettings satisfaction survey.
- Visit you within eight weeks of your tenancy
starting.
Target: 100%. Random sample monitoring.
- We will advertise the results of the lettings of
properties where the Association participates in a Choice Based
Lettings Scheme.
Target: 100%.
These are the existing standards. A Lettings Focus Group
will meet for the first time in early 2008.
» Back to
top
Responsive maintenance service standards
Redland will:
- Undertake emergency repairs within 24 hours. These are
repairs that affect the safety and/or cause the risk of serious
damage to the property.
Target: 99%. Monitored on a monthly basis by performance indicators
(PIs).
- Undertake urgent repairs within 72 hours (three working
days). These are repairs that are less serious.
Target: 96%. Monitored on monthly basis by PIs.
- Undertake routine repairs within three weeks. These are
normal, day-to-day repairs that are not emergencies or
urgent.
Target: 96%. Monitored on monthly basis by PIs.
- Undertake non-urgent repairs within six weeks. These
are all other repairs not previously
described.
Target: 100%. Monitored on monthly basis
by PIs.
- Provide an out-of-hours emergency repairs
service.
Target: 100%. Monitored on monthly basis by
PIs.
- Carry out major, planned works to main elements, to a
programme agreed with the Maintaining Homes Focus
Group.
Target: 95%. Monitored on monthly basis by PIs.
Standards agreed by Maintaining Homes Focus Group in
November 2007. Targets and monitoring to be agreed.
» Back to
top