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Service standards

Our Repairs Helpline staff will:

• Answer calls promptly.
   
• Be polite, honest and helpful at all times.

Anyone working in your home must:

• Introduce themselves and show you photo identification before entering.
   
• Be polite and treat  you with respect.
   
• Explain what they are going to do and discuss how this will affect you.
   
• Take care of your belongings, protecting them from damage, dust and paint.
   
• Make sure materials and tools do not cause danger to anyone in your home.
   
• Warn you and neighbours of any likely noise or disturbance they will make and keep it to a minimum.
   
• Keep you informed about how the work is progressing.
   
• Clear rubbish from your home at the end of each working day.
   
• Make sure electricity, water and gas are connected at the end of each day.

Tenants' Right to Repair

Under the Right to Repair regulations, you have a right to have certain repairs done within set time limits.  These are repairs which could affect your health or safety if they are not carried out on time.  They are called qualifying repairs.

Operatives are not allowed to:

• Smoke or play radios in or around the home.
   
• Use your phone or toilet, or go into other rooms in your home without your permission.
   
• Use their mobile phone during their work to make or receive personal phone calls.
   
• Be in your home with children under 16 without a responsible adult being present.
   
• Receive gifts from tenants.
   
• Keep keys to your home.

What standard of service can I expect?

We will respond to repair problems in an efficient and helpful way we will attend at a time that is convenient to you and will aim to fix right first time.  Most repairs are carried out by our own operatives, but some specialist work is done by contractors.  Anyone working in or around your home on behalf of Charter Community Housing must follow certain rules of behaviour.

If you are not satisfied:

If the repair was not completed at a time agreed with you or, if you are not satisfied with the work that has been done or the way we have treated you, please let us know.  We will investigate all complaints thoroughly.  Most problems are sorted out quickly, but if you want to make a formal complaint, you may fill out an online complaints form

Do you check up on the quality of service or workmanship?

We aim to contact customers when a repair has been completed to see if they are happy with the work that has been done. This is done by selecting a number of completed repairs on a random basis making contact with you via telephone. We send out more detailed questionnaires from time to time.  We also welcome feedback from you, our customer, at any other time. 

Please see the most frequently asked questions for an answer to your query