Housing Service Standards

We will respond quickly and effectively to reports of anti-social behaviour (ASB), ensuring residents feel safe in their homes and communities.

We will:

• Provide clear information on what ASB is and how to report it (e.g. noise nuisance, harassment, vandalism, hate incidents, drug-related activity, domestic abuse)
• Offer multiple reporting channels:
  • Online
  • By phone
  • In writing
  • In person
• Respond to routine ASB reports within 3 working days.
• Respond to high-risk cases within 24 hours, including:
  • Violence and threats of violence
  • Drug dealing
  • Cases involving high-risk or vulnerable witnesses and victims
• Agree an action plan with you where appropriate, including timescales for updates.
• Keep victims and witnesses informed at least every 10 working days during active cases.
• Work with the Police, Community Protection, and support agencies to resolve issues.
• Take proportionate and timely enforcement action where required.
• Publish annual performance data (number of cases, outcomes, and tenant satisfaction).

• You will always be taken seriously if you report ASB.
• We will respond quickly and keep you updated.
• We will work with you and other agencies to resolve the problem.
• You will be treated fairly and with respect.

We will manage you tenancy fairly, transparently, and in line with the law, supporting you throughout your tenancy journey.

When you move in, we will:

• Provide a home that meets our Lettable Standards, including:
  • Safe, secure front and back doors with working locks
  • A clean and well-maintained kitchen and bathroom
  • Gas and electrical safety checks completed before you move in
  • Working smoke and carbon monoxide alarms.
• Provide a welcome pack with useful information.

During your tenancy, we will:

• Provide clear information about your tenancy rights and responsibilities.
• Acknowledge receipt of enquiries within 3 working days.
• Provide you with updates on an open case every 10 working days until resolution, or less frequently if agreed.
• Offer advice and support if you are experiencing financial difficulties, domestic abuse, or other issues.
• Treat you fairly and with respect, with no discrimination.
• Carry out tenancy visits as required to ensure your home is safe and well maintained.

When your tenancy ends, we will:

• Provide clear guidance on how to end your tenancy.
• Manage bereavement cases with sensitivity and provide additional support where needed.
• Prepare homes for re-letting promptly while ensuring they meet safety and lettable standards.

• Your home will be safe, secure, and ready when you move in.
• You will receive clear and timely responses to your questions.
• We will provide support if your circumstances change.
• We will handle tenancy endings and bereavements respectfully. 

We will keep you home safe, secure, and in good condition through a responsive and reliable repairs and maintenance service.

We will:

• Provide clear information on how to report a repair, including online, by phone, and in person.
• Offer convenient appointment slots and keep you updated if these change.
• Complete repairs within agreed timescales, according to contractor arrangements:
  • Morgan Sindall - Emergency repairs within 24 hours; routine repairs within 28 working days.
  • Watret - Emergency repairs within 24 hours; urgent repairs within 7 calendar days; routine repairs within 28 calendar days.
  • MASCO - Targets currently under review and will be formalised and published following contract agreement.
• Carry out annual gas safety checks in compliance with the Gas Safety (Installation and Use) Regulations 1998, to protect tenants from the risks of fire, explosion, and carbon monoxide poisoning, and ensure your home meets the Decent Homes Standard.
• Ensure that any staff or contractors working in your home are polite, respectful, and carry identification.
• Carry out inspections of major works to check quality and safety.
• Publish annual performance information on repair timescales, satisfaction, and investment in homes.

• You can easily report repairs in a way that suits you.
• Emergency repairs will be dealt with quickly and safely.
• Routine repairs will be completed within agreed timescales.
• You can expect courteous, professional service from staff and contractors.
• Your home will be well-maintained and meet required safety standards.

Normal working hours

• Monday to Friday: 8:00am - 5:00pm

Emergency repairs

• Emergency repairs are covered 24 hours a day, 365 days a year. Outside normal working hours, our emergency call-out service applies.

Out-of-hours call-out

• Monday to Friday: 5:00pm-8:00am
• Weekends: 5:00pm Friday - 8:00am Monday

The contractor must:

• Be contactable 24 hours/day, 365 days/year.
• Provide an escalation process up to Director level in emergencies.
• Have adequate staff, including a staffed call centre and robust fail-safe communication system.
• Attend heating system faults with the following minimum response times:
  • Emergency - 4 hours
  • Urgent - 3 days
  • Routine - 7 days

We will provide clear, fair, and supportive income and rent services to help you sustain your tenancy.

We will:

• Provide clear information about rent changes and how they are calculated.
• Offer a range of payment methods, including online, direct debit, phone, and in person.
• Issue rent statements on request, or with each arrears letter.
• Contact you promptly if your account falls into arrears.
• Offer support and advice if you are struggling to pay, including referrals to welfare advice, benefits, and financial support services.
• Agree repayment arrangements that are affordable and sustainable.
• Take enforcement action only as a last resort, in line with policy and sensitivity to individual circumstances.
• Work with external agencies to support households at risk of financial exclusion.

• You will always know what your rent is and how to pay it.
• You will receive support if you are at risk of arrears.
• We will treat you fairly and only take enforcement action if all other options have been explored.

We will actively involve tenants and leaseholders in shaping our services, policies, and decisions.

We will:

• Provide multiple opportunities to get involved:
  • Forums
  • Surveys
  • Focus groups
  • Digital platforms
  • Community events
• Involve residents early in shaping policies and services, not just at the end.
• Use plain language and make engagement opportunities accessible to all.
• Provide feedback on the outcomes of consultations through "You Said, We Did" reports.
• Publish information in our Housing Annual Report to show what has changed as a result of your input.
• Ensure our leadership team champions resident voice and accountability.
• Monitor engagement using real-time tenant feedback tools as well as forums and surveys. 

• You will always have a say in how we deliver our services.
• You can get involved in a way that works for you.
• You will see how your feedback makes a difference.

We will handle complaints fairly, transparently, and in line with the Council's Complaints Policy and the Housing Ombudsman's Complaint Handling Code.

We will:

• Provide clear information about the difference between a service request and a complaint.
• Make it easy to log a complaint via MyStAlbans, by phone, in writing, or in person.
• Acknowledge all complaints within 5 working days of receipt.
  • Stage 1 - A service manager will review your complaint and respond within 10 working days wherever possible. If an extension is required, we will inform you and agree a new timescale (up to a further 10 working days).
  • Stage 2 - A senior manager will review your complaint and respond within 20 working days wherever possible. If an extension is required, we will inform you and agree a new timescale (up to a further 20 working days).
• Provide updates through your MyStAlbans account, where used.
• Signpost you to the Housing Ombudsman or Local Government & Social Care Ombudsman if you remain dissatisfied after Stage 2.
• Use complaint feedback to improve services and publish an annual complaints and compliments report.

• You can raise a complaint easily in a way that suits you.
• You will always get an acknowledgement and clear timescales.
• Your complaint will be handled in line with national standards.
• You will see improvements from the lessons we learn.

We will communicate clearly, openly, and in a timely manner to ensure you are always informed and listened to.

We will:

• Use plain and accessible language in all our communications.
• Provide clear contact routes:
  • Online
  • Phone
  • Writing
  • In person
• Acknowledge enquiries and correspondence promptly.
• Keep you informed about the progress of any issues you raise.
• Ensure our staff are approachable, respectful, and professional.
• Support tenants to combat digital exclusion.

• You will always know how to contact us and when to expect a response.
• Your concerns will be listened to and addressed promptly.
• You will receive clear information that is easy to understand.
• Open and timely communication will help prevent issues from escalating and support a safe, well-managed, and stable living environment.

We will monitor our performance using:

1. Tenant Satisfaction Measures (TSMs).
2. Complaints and compliments.
3. Feedback from the 'Tenant & Leaseholder Forum'.
4. Surveys and focus groups to understand residents' lived experiences.

We will review these standards annually with residents and publish results with actions taken to improve services.