Customer Charter

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.

Complaints

We will acknowledge your complaint within two working days of receipt.

Anti-social Behaviour

  • 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

Estate management

We will publish our timetables and criteria for grounds maintenance and cleaning annually.

Repairs

Will we aim to meet our repairs response times.

Value for money

We will monitor our performance and compare it with other similar organisations.

Financial support

  • 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