Emails
We aim to respond to emails within 5 working days
Calls
We aim to handle 90% of all calls received to our Customer Contact and Housing Options Teams and answer these calls within 5 minutes
If you are requesting a call back for an urgent issue, a member of staff will aim to call you within 1 to 2 working days
If you are requesting a call back for a routine issue, a member of staff will aim to call you within 5 working days
Complaints
Stage 1 Complaints: We aim to reply within 10 working days of acknowledging them
Stage 2 Complaints: We aim to reply within 20 working days of acknowledging them
Requests
Freedom of Information requests (FOI): We aim to provide a full response within 20 working days
Subject Access Requests (SAR): We aim to provide a full response within 1 month
Members’ enquiries: We aim to respond to Members enquiries (e.g. enquiries from Members of Parliament, Councillors or Board Directors) within 5 working days
Responsive and gas repairs
Out of hours emergency (P1) e.g. jobs raised between 5pm and 8am where there is an immediate risk to individuals, the building or security – made safe within 4 hours and completed within 24 hours
Daytime emergency (P2) e.g. there is an immediate risk to individuals, the building or security – made safe within 4 hours and completed within 24 hours
Responsive repairs (P3) e.g. the issue causes a hinderance but does not pose any immediate risk – within 15 working days
Routine repairs that are not causing a hindrance (P4) e.g. the repair issue does not present a hindrance to the tenant and their ability to use their home or amenities correctly. This will also include repairs that require a pre-inspection and multiple visits – within 60 calendar days
Planned works (P5) e.g. larger and complex works which may require multiple trades, specialist materials or multiple appointments – within 90 calendar days
Damp and mould
Once we receive a report of damp or mould we aim to inspect your home within 10 working days
Trees
Upon inspection, if it is decided that works are required, it will be passed on to a separate contractor to carry out the works. From this point it can take up to 90 working days for the works to be carried out
For dangerous trees, the process can take up to 14 working days
Caretaking
If your estate is serviced by Barnet Homes Caretaking Team click here.
For individual caretaking enquiries, we will aim to have a staff member inspect the area within 5 working days where necessary
Grounds maintenance
For individual grounds maintenance enquiries, we will aim to have a staff member inspect the area within 10 working days where necessary
If your enquiry concerns an urgent matter such as a fallen tree over 10ft tall, we will aim to attend within 2 working days
Anti-social behaviour
For ‘high risk’ incidents such as hate crime, harassment, violence or aggression, an Anti-Social Behaviour Officer will aim to contact you within 2 working days
For ‘low risk’ isolated incidents such as noise nuisance and non-violent crimes, an Anti-Social Behaviour Officer will aim to contact you within 5 working days