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 every year. This shows the costs for shared services.
• Share gardening and cleaning schedules on our website. We’ll also send them to you if you ask.
• Post the dates and times of estate inspections on the Regenda Homes website. You’re welcome to join us.
• Support tenant inspectors to carry out spot checks on the quality of cleaning and gardening services.

Approved by our Resident Voice Panel on 27 July 2022

• 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

 

 

 

 

 

 

 

 

 

 

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.

---

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.

---

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.

---

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 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

• 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 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

• 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

• 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

• 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

• 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

• 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

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