These are the service standards which you can expect from Barnet Homes.

Rent payment and money advice Service Standards 

Service Standard Performance

Rent Payment and Money Advice Service Standard Performance 
There are a number of different service standards and below we have provided some performance information for two of them.
 

To refund rent account credits within 20 working days.
We checked all completed requests for October & November 2007. The average number of working days to process refunds was 15.33 working days. Seven requests took longer than 20 days and these customers can claim £10 compensation.
 

Refer you to a free independent money advisor if required.
In 2007, a flyer promoting money advice was included with your rent increase letter. Flyers are sent with every arrears letter. A November 2007 questionnaire survey to a sample of customers asked 'Did you know Barnet Homes can refer you for free independent money advice?' 25% answered yes and 75% answered no.
 

We aim to continue to reduce the time to refund money and increase awareness of money advice. We will publish updates on performance in future editions of 'At Home' and on this website. For further information, please contact our customer care team on freephone 0800 389 5225.

Results of the Customer Questionnaire Survey

A questionnaire was enclosed with the October 2007 quarterly statements of accounts sent to 853 customers. 42% of replies were from customers in a regeneration area, 8% from sheltered housing customers and 50% in other housing areas. From all replies, 13% have non-secure tenancies. The 60 (7%) customers who replied were entered into a £150 prize draw. The Chair of the Board, picked out the lucky winner being a Mr Goodyear who is pictured below receiving his cheque from the Rental Income Team Managers Duncan Brown and Paula Connolly.  

 
The results are: 

Barnet Homes sends out rent statements every three months.  Are these statements clear and easy to understand?

88% answered 'yes'.

We send out rent increase letters every year. Is the information easy to understand?

92% answered 'yes'.

If you had rent arrears, how would you prefer to be contacted? 

By letter - 72%
Telephone - 19%
Home visit - 7%
Other method/did not answer - 2%

Do you find staff helpful when you contact Barnet Homes about your rent account?
Very helpful/helpful - 91%

Neither helpful or unhelpful - 5%
Did not answer question - 3%
Unhelpful - 1%

Did you know Barnet Homes can refer you for free independent money advice?

Yes - 25%

No - 75%

We aim to continue to increase satisfaction. We have made some changes to the quarterly statement of account following comments on the replies and from customers at the November 2007 Sheltered Housing Partnership Panel meeting. For example, the word 'credit' or 'arrears' now appears after the balance. We will continue with quarterly questionnaire surveys and publish updates in future editions of 'At Home' and on this website. For further information, please contact our customer care team on freephone 0800 389 5225.