Inquilab Housing Association aims to give excellent and efficient customer services.
The Customer Charter sets out the standards of service you can expect from us. It has been developed with feedback from residents and each of the standards has a clear measure agreed with the Resident Scrutiny Panel, who then monitor each area and report to you.
The commitments are designed to provide the highest quality service; meeting residents’ needs within available resources.
As a resident of Inquilab Housing Association you can expect us to:
Communication and Customer Service
We aim to keep 95% of our customers informed about our services and access to them, particularly through increasing the services we provide online.
We will ensure customer services are accessible, monitored and improved over time through your feedback.
Aim to reply to all letters and e-mails within five working days of receipt. If we cannot provide a reply within this time, we will acknowledge your letter or email and give you a date by which you can expect a reply.
Aim to deal with 80% of enquiries at the first point of contact and connect you to the correct person if you need specialist help.
We will acknowledge your complaint within two working days of receipt.
We will contact residents who report an incident of anti-social behaviour within five working days
We will contact residents who report a serious incident of anti-social behaviour within 48 hours
Carry out satisfaction with how the ASB report was handled
We will publish our timetables and criteria for grounds maintenance and cleaning annually.
Will we aim to meet our repairs response times.
Value for money
We will monitor our performance and compare it with other similar organisations.
We will adopt a firm but fair approach to collecting unpaid rent.
We will offer tenants advice on welfare benefits, budgeting and money management.
Your responsibilities as a tenant
Understanding and fulfilling your responsibilities is key to maintaining high standards. Your responsibilities to help us achieve the service commitments are:
Paying your rent service charges regularly and on time
Keeping your property in good order and carrying out minor repairs that are your responsibility under your tenancy agreements
Providing access for your annual gas safety inspection to be carried out
Reporting repairs to your home and communal areas and keeping appointments
Keeping communal areas clear and tidy
Giving four weeks’ notice when you plan to move out
Making sure that no anti-social behaviour is caused or tolerated
Acting in a considerate and reasonable way towards others and making sure your family and visitors do the same
Treating our staff and contractors with respect