our service standards

Our service standards set out what we will do and how quickly we will do it. These standards are our commitment to you and they explain the level of service you can expect from us.They have been divided into different service areas.

Customer Care

We will deliver a friendly and professional service. Take a look at our customer agreement
We will respect individuals and their individual needs.
We will be consistent and clear in the information we give you and the decisions we make.
We will provide a translation and interpreting service if you need it. Find out more about our standards for translation and interpreting.
We will answer at least 93% of all calls coming into the organisation and at least 85% of these in under 30 seconds.
We will respond to at least 90% of your correspondence to us within 10 working days.
We will see at least 70% of our customers personally within 15 minutes at Customer Service Centres.
We will acknowledge any comment or complaint within two working days.
We will welcome feedback through our feedback scheme and will answer over 90% of your first enquiries within 10 working days.

Back to the top

At the start of your tenancy

In your property:

We will visit you within four weeks of moving in to make sure that you are settling into your new home.
We will provide you with a named person who will be your main contact for support and information.
We will help refer you to other agencies who offer specialist support if you have difficulties living independently in your home.
We will tell you how to report repairs and give you advice on how to maintain your home.

Advice with finances and your rent:

We will offer you a range of different ways to pay your rent and a financial incentive if you pay by Direct Debit.
We will send you a rent payment card within two working days of the start of your tenancy.
We will offer you an appointment to see an independent Citizens Advice Bureau advisor within two working days of you accepting an offer of permanent re-housing. The advisor will review your budget and carry out a benefit/income maximisation check. Download the Citizens Advice Bureau service standards.

Back to the top

During your tenancy

In your property:

We will contact you at least twice a year if you are over 75 or vulnerable for any other reason. We will do this where requested or where we have concerns

Your local neighbourhood:

We will keep your estate clean, tidy and well maintained. Your Estate Service Manager will inspect your estate monthly and take action to ensure standards are maintained and issues addressed.
We will create and manage a controlled parking scheme where local residents ask for one.
We will consult with you on any major improvements works and repairs proposed on your estate or home.
We will invite residents who live on estates to take part in a local area walkabout twice a year. This will identify and help resolve issues of concern to tenants and leaseholders. We will keep you informed about how we resolve any issues.

Getting involved:

We will encourage and promote local Residents’ Associations. We can provide support and attend meetings when requested.
We will provide all our residents with a wide range of opportunities to get involved in Homes for Haringey's decision making.
We will provide tailored support to help all residents get involved in ways that best meet their needs (this may include help with training, transportation, translation or interpretation and care responsibilities).

Take a look at our Resident Involvement Agreement.

Staying safe and secure in your home:

We will support you if you are a victim of domestic violence and put you in touch with the specialist support you need.
We will monitor access to a block where there is a Concierge service provided. We will make sure that only people with a good reason to enter the building are allowed to do so.
We will investigate all reported cases of antisocial behaviour. You will have a named caseworker allocated to you within one working day of making a report.
We will arrange to interview you within five working days when you report antisocial behaviour and we will develop an Action Plan within fifteen working days. We will keep you informed throughout the process.
We will take appropriate action against perpetrators where we have evidence.
We will treat all reported instances of harassment because of race, religion, gender, sexual orientation or disability as a high priority. We will respect your right to determine whether the way you have been treated is race/hate crime related.

Advice with finances and your rent:

We will send you a rent statement four times a year giving you details of your account and transactions.
We will enter you into a monthly prize draw if you pay your rent in advance or maintain a clear rent account.
We will let you know as soon as you owe more than £25 explaining what you need to do and;
- Try to come to an agreement with you to pay what you owe, taking into consideration income and expenditure
- Offer to refer you to free independent financial advice
We will regularly monitor your rent account. Even small amounts of arrears could affect your chances of being re-housed or your entitlement to a garage. In some cases we will take legal action which could lead to eviction and you losing your home.
We will offer advice if you have having difficulties managing your finances. We can also refer you for an appointment to get independent advice through the Citizens Advice Bureau or through Supporting People.
We will consult with tenants once a year about proposed changes to your rent and service charges.

Repairs to your home:

When you call our Repairs Control Centre our staff will confirm the details of the job and agree an appointment with you. We will confirm the timescales for jobs to communal areas.
We will operate an out-of-hours repair service for emergency jobs that cannot wait until the following day.
We well sent you written confirmation of the works that will be undertaken in your home.
We will send you a text message reminder the day before your repair appointment and again on the morning of the job.
We will keep our appointments with you. If we are unable to do so we will call you to let you know and book an alternative time.
We will attempt to contact you if you are away from your property when our repairs operative attends. We will then be able to either wait for a short period or book an alternative time.
Our repairs operatives will introduce themselves and show you photo identification before entering your home.
Our repairs operatives will explain what they are going to do and discuss how this will affect you.
We will protect your belongings from dust, damage and so on.
We will make sure materials and tools do not cause danger to anyone in your home.
We will keep mess and noise to a minimum and we will clear any rubbish at the end of each day and when all the work is complete.
We will make sure that electricity, water and gas are connected at the end of each day.
Our repairs operatives will book a follow on appointment if they are unable to complete a job.
We will seek feedback about the quality of works that we do in your home.
We will conduct a gas safety inspection at least once a year. This will ensure that the gas appliances in your home meet the governments safety standards.
We will attend at least 90% of all lift repairs within four hours.
We will attend at least 90% of all door entry repairs with 24 hours and fix at least 80% of repairs within five working days.

Find out more about the Decent Homes Programme.

Back to the top

At the end of your tenancy:

If you are moving and meet the conditions of the Moving Out Cash Rewards Scheme we will send the payment to your new address within six weeks of the termination of your tenancy. If you owe us rent this will be used to clear or reduce what you owe.
We will write to all former tenants who still have outstanding rent four weeks after they have left their property. We will use a tracing agency to find your new address if we do not have it.

Find out more about our Moving Out Incentive Scheme.

Back to the top