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We've issued an updated statement following the incident in Birsall on Monday. If anyone has any housing issues following the incident, please contact Housing Needs on 01509 634567.

Our Customer Service Standards

We are committed to  providing excellent customer service and have listed below a summary of our  service standards, so that you know you to expect from us.


Housing Income Service Standards

  • provide a choice of payment methods which include direct debits, swipe cards, telephone payments, internet payments and standing orders;
  • provide a replacement swipe card for payments within 15 working days;
  • provide quarterly rent statements which are easy to understand, include all transactions and a breakdown of charges to your account;
  • show any court costs separately on your account rather than including them in your rent arears;
  • provide financial inclusion advice to help you maximise your income and reduce your rent arrears;
  • sign-post you to more in depth financial and debt advice where needed;
  • give you four weeks’ notice of any changes to your rent or service charges;
  • allow you to make an agreement with us to pay any arrears by instalments and not take any further action provided you keep to this;
  • visit you at home to discuss your rent if you are unable to come to our offices;
  • provide confidential and private interview rooms in our offices so that you can discuss your rent in private


Tenancy and Estate Management Service Standards

  • inspect communal areas of flats and sheltered schemes once a month;
  • visit all new tenants within four weeks of their moving in to provide advice, information and answer any queries;
  • give you a decision on a mutual exchanged application within 42 days;
  • identify any support needs for vulnerable new tenants before or at the point of moving in, sign-posting to external support services or providing direct in-house support by the tenancy support team;
  • provide dedicated tenancy support to existing vulnerable tenants to help them keep their tenancy;
  • produce a tenancy support plan for all sheltered tenants and review this every six months;
  • provide sheltered tenants with access to an emergency alarm system and on call warden;
  • provide you with three free bulky waste collections per year;
  • provide you with the opportunity to take-up home contents insurance.


Repairs Service Standards

  • Emergency repairs – we will complete the repair within 24 hours.
  • Urgent repairs – we will complete the repair within 5 working days.
  • Routine repairs – we will complete the repair within 28 working days.
  • Planned work (fences, paths, plastering etc.) – we will complete within 90 days.
  • Our staff will always wear photo identification.
  • We will protect your belongings from damage, dust and paint.
  • When doing repairs, we will clear rubbish from your home at the end of each working day.
  • When doing repairs, we will make sure that you have electricity, water and gas connected at the end of each day.
  • We will make sure that we keep you informed of progress.
  • We will provide adaptations to your home to address disability needs.
  • We will fit a smoke detector to your home.
  • We will service your gas boiler annually.
  • If we are replacing your kitchen or bathroom we will give you a choice of finishes and tiling to choose from.


Anti-Social Behaviour Service Standards

  • aim to reduce the numbers of people who believe anti -social behaviour to be of a high level in Charnwood;
  • provide regular updates to communities about actions taken to tackle anti-social behaviour and in particular, where appropriate, we will publicise, where permitted, enforcement;
  • provide residents with a swift and simple means of complaining, directly to the Community Safety Partnership via the Community Trigger, if effective action is not taken by local agencies through existing channels;
  • provide comprehensive support and help for victims and witnesses of anti-social behaviour, having particular regard for those identified as being vulnerable;
  • take complaints of anti-social behaviour seriously; risk assessing each reported incident and responding in agreed timescales (all serious incidents of anti-social behaviour, domestic abuse and hate crimes being responded to within 1 working day), recording and investigating all complaints, providing regular updates to all involved parties;
  • respond to all other complaints of anti-social behavior within a maximum of 5 working days, advising the complainant of who their main contact is;
  • agree an action plan with complainants of anti-social behavior;
  • ensure effective links with neighbourhood policing and other local partners to deal swiftly with anti-social behaviour problems;
  • ensure that the support needs of those who perpetrate anti-social behaviour are addressed and that they are afforded adequate opportunity to moderate their behaviour, leading to the best possible outcomes for all.


Customer Service Standards

  • reply to letters and e-mails within 10 workings days;
  • ensure that the information you provide is treated confidentially;
  • respect all customers and always be polite, helpful and professional;
  • respond to stage 1 complaints within 10 working days;
  • respond to stage 2 complaints within 20 working days;
  • provide documents in other formats, including audio and braille if needed;
  • provide interpretation and information in other languages where needed.


Customer Engagement Service Standards

  • provide and develop a range of ways for tenants and leaseholders to become involved including the use of focus groups, tenant/officer working groups;
  • consult tenants before making substantial changes to the service they receive;
  • seek feedback on services we provide, for example, repairs, decent homes works, and anti-social behaviour;
  • reimburse tenants and leaseholders for reasonable expenses occurred when attending meeting and involvement events;
  • provide training for tenants and leaseholders to enable them to become more involved in influencing the services they receive;
  • attend Tenant/Residents Association meetings when requested;
  • ensure that information is made available to tenants and leaseholders on the range of services offered so that customers know what to expect;
  • provide the quarterly newsletter “Your Homes Matter” with information and advice;
  • provide setting up grants to groups wanting to set up a residents’ association;
  • provide annual running costs grant to residents associations;
  • provide a one-off payment of £250 to support community events or up to £400 annually for an on-going project;
  • facilitate and support the Charnwood Housing Residents Forum at its monthly meetings, producing minutes and agendas and attending meetings;
  • facilitate and support the Leaseholders Forum, producing minutes, agendas and attending meetings;
  • carry out an annual satisfaction and feedback survey of leaseholders;
  • carry out a three year satisfaction and feedback survey of tenants;
  • measure satisfaction for key service areas monthly.
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