3. Service timescales
Housing Services aim to acknowledge and respond to tenants within 5 working days, where possible. We will reply by either telephone, email or letter.
Please see below for individual housing teams reply pledges, discussed and agreed with Tenants’ Voice.
|
Housing Team |
Service Timescales |
|
Housing Responsive Repairs & Voids |
Calls can be made through the Housing Repairs Team or through the Out of Hours Team. Housing Repairs telephones are manned Monday to Friday. We aim to respond to messages with 2 working days. The Out of Hours Service is available outside of normal working hours, 7 days a week. Any calls to this service will be responded to and prioritised accordingly. Emergency Repairs - to be attended to and made safe within two hours. Routine maintenance - to be completed within 28 working days. |
|
Housing Adaptions |
We aim to acknowledge and respond to messages within 5 working days. Small Adaptions - These should be completed within 20 working days of the request being received, unless there is a specific danger in which case works will be carried out sooner. Large Adaptions – Requests need to go through Care Direct. |
|
Housing Compliance |
We aim to acknowledge and respond to tenant’s enquiries on gas servicing, fire safety, electrical safety, asbestos, lifts, other mechanical and engineering (M&E) installations and all elements of Health & Safety within 5 working days. Routine heating maintenance - to be completed within 28 working days. |
|
Housing Planned Works |
We aim to acknowledge and respond to tenant’s enquiries within 5 working days. |
|
Housing Performance – Housing Complaints |
We aim to acknowledge receipt of the tenant’s complaint within 5 working days. All other timescales are stated by the Housing Ombudsman. |
|
Housing Performance – Resident Involvement |
We aim to acknowledge and respond to tenant’s enquiries within 5 working days. |
|
Housing Tenancy Services |
We aim to acknowledge and respond to general tenant enquiries and anti-social behaviour within 5 working days. If the enquiry is hate-crime related, we will respond within one working day. |
|
Housing Lettings and Home Ownership |
We aim to acknowledge and respond to tenant and leaseholder enquiries within 5 working days. |
|
Housing Stock Condition |
We aim to acknowledge and respond to tenant’s enquiries within 5 working days. |
|
Housing Asset Management & Development |
We aim to acknowledge and respond to tenant’s enquiries within 5 working days. |
Please note: Our working days are Monday-Friday 9am-5pm (Except Bank Holidays)