Our service standards

If you call us

When you phone Regenda, we will:

• Try to answer your call within 10 minutes.

• Greet you politely and tell you our name.

• Listen carefully to your enquiry.

• Try to answer your question straight away.

• If we can’t, we’ll explain what happens next and when you’ll hear from us.

• Call you back within five working days if you ask us to or need us to.

• Make sure you can reach our emergency service when we’re closed.

We will:

• Let you know we’ve received your message.

• Reply within five working days.

• If we can’t sort it straight away, we’ll tell you what happens next and when you’ll hear from us.

• Keep you updated on progress.

We will:

• Send you a service charge statement each year. These will detail costs for any communal services.
• Send you the communal gardening and cleaning schedule if requested.
• Share the dates and times of neighbourhood inspections on the Regenda Homes website - You are welcome to attend.

Approved by our Resident Voice Panel on 27 July 2022

We will:

• Contact you if we need to change your appointment and offer another alternative.
• Aim to complete 85% of repairs on the first appointment.
• Send a confirmation text for all appointments.
• Try to diagnose all repair requests correctly so the correct tradesperson arrives.
• Make sure customers are not left without cooking, heating or washing facilities whilst work is being completed.
• Give you a direct point of contact during the works.

Approved by our Resident Voice Panel on 27 July 2022

 

 

 

 

 

 

 

 

 

 

We work with contractors to carry out repairs and maintenance. We want every visit to be safe, respectful, and professional. Here's what you can expect when a contractor visits your home:

Before We Arrive

We aim to fix things the first time. That means:

• Arriving on time.
• Knowing what work needs doing.
• Bringing the right tools and materials.

If we can’t get in:

• We’ll tell our Planning Team.
• They’ll try to contact you to rebook.
• If we can’t reach you, we’ll leave a card so you can request a new appointment.
• Jobs about damp, mould or safety will always be rebooked, never cancelled.

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While We’re in Your Home

We will:

• Wear overshoes to protect your floors.
• Keep mess to a minimum.
• Protect your furniture and belongings.
• Use safety signs and barriers if needed.
• Be careful with hot works or anything that affects fire alarms.
• Never use your facilities or Wi-Fi unless invited.
• Never eat or drink in your home unless invited.
• Speak kindly and respectfully.
• Never work under the influence of alcohol or drugs.
• Never smoke in or near your home.
• Report any accidents or safety concerns.
• Respect your privacy,  we only go where the work is needed.

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After the Job

Before we leave, we will:

• Explain what we’ve done.
• Ask for your feedback.
• Book another appointment if needed, or make sure our Planning Team does.
• Reconnect and test anything we’ve worked on.
• Clean up and leave your home as we found it.

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Our Promise to You

We treat every customer with care and respect. We:

• Introduce ourselves and wear an ID badge.
• Keep to agreed appointments.
• Communicate clearly and politely.
• Take feedback seriously, it helps us improve.

Approved by our Resident Voice Panel on September 2024

 

 

• We promise to treat all customers with dignity and respect.
• We will aim to resolve enquiries at the first point of contact, but where we cannot do this, we will give you the name of the department that will respond to your enquiry within 5 working days.

Approved by our Resident Voice Panel on 27 July 2022

We will:

• Share our Customer Voice Strategy on our website.
• Offer lots of different ways to get involved in improving our services.

Approved by our Resident Voice Panel on 27 July 2022

We will:

• Give advice on benefits to help you claim the benefits you may be entitled to.
• Signpost you to debt counselling services and offer budgeting if needed.
• Contact you as soon as your rent account falls into arrears.
• Make a reasonable agreement with you to clear your arrears.
• Offer you a wide range of payment methods.
• Let you know about a new or amended direct debit payment within five working days before the payment is due.

Approved by our Resident Voice Panel on 27 July 2022

We will:

• Respond to Stage 1 complaints within 10 working days.
• Respond to Stage 2 complaints within 20 working days.
• Tell you your complaint reference number and the name of the officer dealing with your complaint.
• Measure satisfaction levels (how happy you are) with complaint handling.
• Measure satisfaction levels (how happy you are) with complaint resolutions.

 Approved by our Resident Voice Panel on 27 July 2022

We will:

• Contact you to deal with your ASB complaint within 5 working days
• Agree on an action plan with you
• Keep you updated within the agreed timescale when your action plan is in place. 

Approved by our Resident Voice Panel on 27 July 2022

We will:

• Contact you at least 10 days before carrying out your annual gas service.
• Offer customers a more suitable date and a range of time bound appointments if the date we offer is not convenient. 

Approved by our Resident Voice Panel on 27 July 2022

We will:

• Show you how to use your new facilities like your new heating and hot water systems.
• Get a Home User Guide (HUG) that’s contains all the information they need to know about the property.
• Check your home before you move in to make sure any issues are resolved. If there are any property defects, we will make an appointment within 21 calendar days to discuss any issues.
• Invite you to review your new home through a customer survey 6-12 months after moving in.
• Do an inspection 12 months after you move in to check any snags or defects. We will aim to resolve these within 28 calendar days.

Approved by our Resident Voice Panel on 27 July 2022

When we offer you a home, we will:

• Make sure your new home meets the Regenda Empty Homes Standard when you move in
• Give you this standard when you sign your tenancy agreement
• Explain the Tenancy Agreement when you move into your home. The agreement states our responsibility as a landlord and yours as a tenant
• When you move in, we will give you information about local agencies that may be able to support you if needed
• When you move into your new home, we will send you the right welcome pack and handbook for your home.

Approved by our Resident Voice Panel on 27 July 2022