Service Standards

• Telephones will be answered during office hours on or before 5 rings.
• Telephone messages will be returned within 24 hours, if the person contacted is unavailable a message will be left stating next availability.
• If the caller can not be contacted by telephone they will receive written confirmation of the response within 5 working days.
• E-mails will be responded to within 48 hours.
• All letters received by us are stamped and logged as incoming.
• All letters will be responded to within 5 working days.
• All mail will be sent second class unless marked urgent.
• All mail sent by the Trust will be clearly marked with the sending Officer's name, department and contact details.
• Faxes will be treated as letters, see above.
• All formal complaints letters will be dealt with in line with our customer complaints policy.
• All MP / Councillor letters will be dealt with in writing within 15 working days.
• The company head office at Woodview House, Paignton will be open to the public within working hours on an appointment basis.
• The company office at Pearl Assurance House, Torquay will be open to the public on some Fridays. Please call 01803 696 123 for details.
• Applications for housing will be acknowledged in writing within 5 working days, with notification of their priority sent within 10 working days.
• Mutual exchanges will take place within 42 working days with the assistance of the relevant Neighbourhood Manager.
• The tenant will be notified within 10 working days of any changes in tenancy details such as assignment or succession.
• Emergency repairs will be dealt within with 24 hours. (For classification of repair please see Repairs Policy)
• Urgent repairs will be dealt with within 7 days. (For classification of repair please see Repairs Policy)
• Routine repairs will be dealt with within 28 days. (For classification of repair please see Repairs Policy)
• Serious nuisance and harassment will be investigated within 24 hours in line with the Anti-Social Behaviour Policy; non-urgent nuisance cases will be investigated within 10 working days.
• Abandoned cars, dumped rubbish, grounds maintenance will be investigated within 10 working days.
• Tenant request to alter properties will receive notification on permission in writing within 15 working days.
• Initial right to buy enquiries will be processed within 28 days in line with statutory requirement.