Our Service Standards outline what residents can expect from services and mutually what we need for resident to deliver consistent and quality Housing and Repairs Services

These standards provide a clear basis for measuring performance, identifying areas for improvement, and ensuring compliance with regulatory requirements.

Housing and Repairs has seven sets of standards clarifying the level of quality and efficiency residents can expect from our services.

The ‘way we work in housing and repairs’ standard outlines our customer care approach across all housing and repairs services. The further six sets of standards which apply specifically to landlord services are:

• resolving repairs
• getting involved
• safer and connected neighbourhoods
• paying rent
• when things go wrong
•  finding a place to call home

The Housing and Repairs service standards are published on our website for public viewing. This includes the standards, any relevant timescales or response times, methods for monitoring compliance, and contact information for each standard area.  

You can also view a video explaining the service standards and how to use them in your day-to-day work.