Our service standards
Your responsibilities
We believe that the only way to deliver great services is by listening to what you tell us and then acting on it.
So if we don’t meet our standards please let us know and give us the chance to put it right. It may also help us identify where we can improve the service for everyone.
If someone is speaking to us on your behalf, please ensure they have your permission and that we know beforehand that you have given it. It would also help us if you have as much information as possible to hand when you contact us.
Our responsibilities
We will:
- Treat all customers fairly and with respect.
- Make sure all our employees and representatives are polite and well trained to do their job effectively.
- Make sure that any information we provide is clear, in plain language and offered in different formats.
- Offer a written and spoken translation service.
- Always respond positively to your right to see personal information we hold about you.
- Make appointments to visit you in your home that are convenient to you.
- Contact you the day before if we need to change an appointment.
- Make sure that all our employees or representatives tell you their name and have an identity badge when they visit you.
- Leave a card saying we have called, giving details of how you can contact us if you are not at home.
- When we leave a message for a customer we will always speak clearly, leave our full name and contact details and repeat the number customers need to call back.
When you telephone us
If you telephone us we will:
- Aim to answer calls within 10 minutes.
- Make sure our staff greet you, provide their names and listen to your enquiry.
- Make sure our staff are trained to answer as many enquiries as possible straightaway.
- Make sure that when we can’t resolve your query straightaway you are informed how and when we will respond and keep you informed of progress.
- Ring all customers who request or need a call back within five working days.
- Make sure that when we are closed, you have access to an out of hours emergency service.
When you write, email or text us
When you write, email or text us, we will:
- Acknowledge receipt and provide a response within five working days
- Make sure that if we can't resolve your query straight away you are informed how and when we will be back in touch and keep you informed of progress.
When you visit one of our offices
When you visit one of our offices we will:
- Ensure all our offices are accessible and clearly display their opening times.
- Always offer interviews in private.
- Not keep you waiting more than five minutes at reception.
- Make an appointment for you to see a member of staff if they are not available when you visit.
Regenda service promises
Our commitment is to allow our residents to be influential in helping Regenda Homes shape and improve our services.
Our promises are reviewed by residents every 3 years. The current review is currently taking place in 2025, and our service promises will be updated as a result.
Estate Service Promises
- We promise to send you a service charge statement each year. These will detail costs for any communal services.
- We promise to send you the communal gardening and cleaning schedule if requested.
- We promise to publicise the dates and times of estate inspections on the Regenda Homes website - You are welcome to attend.
- We promise tenant inspectors will carry out spot checks on the quality of cleaning and gardening services.
Approved by our Resident Voice Panel on 27 July 2022
Repairs and Maintenance Promises
- If we are unable to keep an appointment, we will contact you and make alternative arrangements.
- We will aim to complete 85% of repairs on the first appointment.
- We will send a confirmation text for all appointments.
- We will make every effort to ensure that we diagnose all repair requests correctly to ensure the correct tradesperson arrives.
Approved by our Resident Voice Panel on 27 July 2022
Planned Works Promises
- We will ensure customers are not left without cooking, heating or washing facilities whilst work is being completed.
- You will have a direct point of contact during the works for any enquiries.
- We will write to you with confirmation that your home is on the programme and explain who will contact you in relation to the works.
Approved by our Resident Voice Panel on 27 July 2022
Customer Service Promises
- 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
Residents Involvement Promises
- We promise to publicise our Customer Voice Strategy on our website.
- We promise to offer a variety of ways to become involved in improving our services.
Approved by our Resident Voice Panel on 27 July 2022
Financial Inclusion Promises
- We promise to give advice on benefits to help you claim the benefits you may be entitled to.
- We will offer you debt counselling services and budgeting if you need additional support.
- We will contact you within 14 days if your rent account falls into arrears.
- We will make a reasonable agreement with you to clear your arrears.
- We will send you a rent statement every three months or upon request.
- We will offer you a wide range of payment methods.
- We will notify you of 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
Complaints Service Promises
- We promise to respond to complaints within 15 working days
- We promise to measure satisfaction levels of complaint handling
- We promise to measure satisfaction levels of complaint resolutions
Approved by our Resident Voice Panel on 27 July 2022
Anti-Social Behaviour Service Promises
- When you report Anti-Social Behaviour (ASB) we promise to maintain confidentiality and data protection
- Your Neighbourhood Officer or a Tenancy Enforcement Officer will contact you to deal with your ASB complaint within 5 working days
- When you report ASB, your Neighbourhood Officer or Tenancy Enforcement Officer will agree on an action plan with you
- When your action plan is in place, we will keep you updated within the agreed timescale
Approved by our Resident Voice Panel on 27 July 2022
Gas Servicing Promises
- We promise to contact you at least 10 days before carrying out your annual gas service
- If the date we offer is not convenient, we will offer customers a more suitable date
Approved by our Resident Voice Panel on 27 July 2022
New Build Promises
- All new customers who move into one of our new homes will be shown how to use facilities, such as central heating, and will receive a New Home Instruction and Information manual
- We will carry out a check of your home prior to you moving in to ensure that any outstanding issues are resolved. If there are any property defects after you move into your new home, we will make an appointment with you to get these resolved within 21 calendar days
- We will invite you to review your new home through a customer survey 6-12 months after moving in
- We will carry out an inspection 12 months after you move in to assess if there are any snags or defects and aim to resolve these within 28 calendar days
Approved by our Resident Voice Panel on 27 July 2022
Moving into your Home Promises
When we offer you a home, we will arrange for you to view it before you move in.
- We promise to ensure that your new home meets the Regenda Empty Homes Standard when you move in. We will give you this standard when you sign your tenancy agreement
- We promise to 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 promise to provide information about local agencies that may be able to support you if needed
Approved by our Resident Voice Panel on 27 July 2022