Ealing Homes Customer Service Standards

The Ealing Homes Customer Service Standards will:

be simple to understand
set performance standards to be reviewed regularly in line with public consultation and feedback
ensure that all our customers receive the same consistently high standards of customer service whenever they have contact with us.

You can read a PDF version of the Ealing Homes Customer Service Standards or see below for the relevant section.

In order to achieve and maintain excellent customer service, we have developed a series of Service Standards with the help of our customers.

The Service Standards help to explain what services we provide and how we will respond when you contact us about them, so that you know what to expect from us.

Service Standards	We will:
Customer care	• be polite and professional when dealing with your enquiry • wear name badges and give you our name so you know who you are talking to • carry identification and treat your home with respect when visiting you • answer your calls within 15 seconds • respond to telephone messages in 24 hours or state when you will expect a call • have messages on all voicemail and give an alternative person to contact • respond to your letters and emails in six working days • respond to your formal complaints in ten working days • provide support for vulnerable tenants through our Tenancy Support Team
Informing and consulting residents	• make information available in different languages, Braille, audio cassette and in large print • offer you a translator where English is not your first language • send a borough-wide newsletter to residents four times a year • regularly survey residents on the standards of service received • give you the opportunity to meet the Area Housing, Estate and Home Ownership Managers on a quarterly basis • publicise estate and repairs surgeries • offer a range of opportunities for residents to be involved • consult residents to the standards set out in the Resident Participation Compact • visit new tenants within two months of them moving in
Carry out repairs to your home and estate	• respond to emergency work within 24 hours • respond to urgent work in an average of eight working days • respond to non urgent work in an average of 28 working days • treat your home with respect • visit and check 20% of completed repairs • carry out telephone and postal surveys on 20% of completed repairs • make appointments available for all non-emergency repairs • confirm the appointment date and time by letter • keep you updated if changes are made to your appointment • tell you who the contractor is and give you a direct telephone number • provide more information on our repair services and how to report a repair through Repair Link
Carry out Decent Homes work	• treat your home with respect • provide you with information on when the work will be carried out • provide you with an information pack before the work starts • sweep down your home each night • provide you with an alternative if utilities are unable to be connected at the end of the day • clear hallways and paths at the end of each day • provide you with details on how to complain
Dealing with antisocial behaviour	• take action against tenants who breach their tenancy agreement through their antisocial behaviour • carry out an interview in urgent cases in 24 hours and all other cases in five working days • keep in monthly contact with you and review each complaint after three months • keep you informed of what actions we are taking • decide on what action (if any) is to be taken in 30 days • write to you to confirm actions and closing of cases • provide more information about our approach to tackling antisocial behaviour through ASB
Keeping your estates clean	• publicise the cleaning schedules for each estate • litter pick communal areas daily • clean communal blocks every week • remove abandoned vehicles in seven working days • remove fly tips within five working days • remove reported graffiti in 24 hours • repair door entry systems in seven working days • replace bulbs in communal lighting in 48 hours • board up broken communal windows in 48 hours and fix within ten working days • carry out deep cleaning of blocks as required • jet wash blocks and bins as required • provide more information about cleaning standards and schedules through Caretaking
Collecting your rent	• send you a quarterly rent statement • offer you different ways of paying • advise you immediately when you become two weeks in arrears • offer interviews and home visits for tenants in arrears • replace swipe cards in three working days • provide support for vulnerable tenants • provide advice on benefits and managing debt
Services to leaseholders	• send an estimate for service charges each April • send the actual statement for service charges each September • fully consult before any major works are carried out • provide a full list of Home Ownership Service Standards
What we expect of residents	• abide by your tenancy agreement • pay your rent on time or contact us immediately if you have a problem doing so • keep your home in a clean and good condition • report repairs to us as soon as they occur • keep appointments when made • ensure that you or your family, friends and visitors to your home do not cause antisocial behaviour against your neighbours