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Ealing Homes Customer Service Standard


The Ealing Homes Customer Service Standards will:

You can find a PDF version of Ealing Homes Customer Service Standards or click below on 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 respect your home when visiting you.
  • answer your calls in 15 seconds.
  • respond to your letters and emails in 6 working days.
  • respond to your formal complaints in 10 working days.
Informing and consulting residents
  • make information available in different languages, audio cassette and in large print.
  • send a borough-wide newsletter to residents four times a year.
  • regularly survey residents on the standards of service received.
  • offer a range of opportunities for residents to be involved.
  • consult residents as set out in the Resident Participation Compact.
  • visit new tenants within two months of 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 7 working days.
  • respond to non-urgent work in an average of 15 working days.
  • visit and check 20% or repairs completed.
  • carry out telephone and postal surveys on 20% of repairs completed.
  • make appointments available for all non-emergency repairs.
  • for more information on our repair services and how to report a repair see Repairlink
Dealing with Anti-Social Behaviour
  • take action against tenants who breach their tenancy agreement through their anti social behaviour.
  • carry out an interview in urgent cases in 24 hours and all other cases in 5 working days.
  • keep monthly contact with you and review each complaint after three months.
  • decide on what action (if any) to be taken in 30 days.
  • to find out more about our approach to tackle anti-social behaviour see ASB
Keeping your estates clean
  • litter pick communal areas at least weekly.
  • clean communal blocks every week.
  • remove abandoned vehicles in 7 working days.
  • remove fly tipping within 5 working days.
  • remove reported offensive graffiti in 24 hours and non offensive graffiti in 7 working days.
  • repair door entry systems in 7 working days.
  • replace bulbs in communal lighting in 48 hours.
  • board up broken communal windows in 48 hours and fix in 10 working days.
  • to find out more about cleaning standards and schedules see Caretaking

Collecting your rent
  • send you a quarterly rent statement.
  • advise you immediately when you become two weeks in arrears.
  • offer interviews and home visits for tenants in arrears.
  • 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 detailed breakdowns and costs of the work to be carried out.
  • see a full list of Home Ownership Service Standards
Supporting Residents
  • inform you in writing if you are eligible to receive support from the service.
  • identify your needs through the needs assessment and support planning process.
  • keep in regular contact with you (at least once every 4 weeks).
  • discuss with you when you support needs have been dealt with and mutually agree to close your case.