Following consultation with hundreds of residents, we introduced 20 new service standards for Barnet Homes in October 2010.
The service standards show what residents should expect from us. If you feel we have not met any of these standards, please
contact us.
1. Customer care
We will deal with your enquiries in a prompt, polite, friendly, sensitive and effective manner with a can-do attitude
2. Repairs and maintenance
We will get it right first time in terms of appointment, quality of work and quality assurance
3. Caretaking
All blocks will have high standards of cleanliness inside and out, and this will be closely monitored
4. Major works
We will complete all necessary health and safety works and consult residents annually on spending priorities
5. Antisocial behaviour and harassment
If the incident is serious we will contact you within one working day
6. Value for money
Residents will help to decide on annual spending priorities through consultation
7. Grounds maintenance
Communal grass will be cut 14 times a year
8. Leaseholders
There will be a year on year improvement in the accuracy of estimate service charge bills when compared to actual bills
9. Your tenancy and moving home
We will provide advice on moving home that answers your query during the initial phone call or interview
10. Rent
We will oversee a year on year improvement in the percentage of rent account credits refunded within 20 working days of the request
11. Resident involvement
Residents will be encouraged to get involved in developing and improving a range of services
12. Adaptations
We will acknowledge referrals for major adaptations within two working days of receipt from your occupational therapist
13. New lettings
We will oversee a year on year improvement in satisfaction with new homes being safe, secure, clean, tidy and ready to move into
14. Domestic violence
We will offer a meeting within 24 hours of receiving a report of domestic violence
15. Assist (emergency alarm)
We will answer at least 90 per cent of alarm calls within 30 seconds of the call being received by the Assist centre
16. Housing support referrals
Support plans will be reviewed with the resident
17. Complaints
When we receive a complaint, staff will listen, apologise and try to put things right quickly and informally
18. Equality and diversity
We will request profile data for all tenants and leaseholders moving into a new home
19. Health and safety
Urgent health and safety works will be completed within 24 hours
20. Working with partners
We will work with our local partners such as Barnet Council and the police, and publish our successes annually in the resident magazine
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