Repairs & Maintenance - Customer Charter
This Repairs & Maintenance Customer Charter has been produced in consultation with Arches tenants. Arches Housing Ltd is committed to meeting the standards it sets out. With your ongoing help we will monitor how well we are keeping to these standards.
Service Standards
This charter sets out the standard of maintenance to your home that you can expect to receive from Arches.
As your landlord we will work to ensure that
- Your home is watertight and weatherproof
- Your home is safe and secure
- Repairs to your homes are carried out to a satisfactory standard
- Your homes fixtures and fittings that are our responsibility are kept in good working order
- Your home can be supplied with water, power, heat and light.
Our Service Commitments
In providing you with a quality service, we and contractors working on our behalf will:
- Introduce themselves and show you proof of identity before they enter your home
- Explain the nature and purpose of the job
- Keep you informed about how the work is progressing
- Treat you and your home with courtesy and respect
- Take care of your property and possessions, taking all reasonable measures to protect them at all times from paint, dust etc
- Behave in a professional manner at all times by not smoking or using bad language
- Remove any rubbish and materials that come from the repairs being carried out
- Make good any damage to decorations
How we will keep to these standards
To ensure that we are keeping to the standards that have been set, we will
- Openly encourage tenants to report any failure in meeting the standards.
How we will keep you informed
So that you know how well we are keeping to these standards, we will
- Publish the results of any survey in the quarterly newsletter
- Display the result of any survey at our main office and estate based community rooms.
- Report to the Tenants Forum.
Tell us how we are doing
If you have any views on how well we are keeping to these standards, we would like to hear from you. This may be a complaint, a compliment or simply a comment. Whatever it is, we welcome your views on the service we provide.
