What you can expect from us

Here is a list of our service standards. These are what you can expect from us in terms of the level of service you will get. We have broken them down into the five sections below

what you can expect about the way we let and manage our homes

  • All homes will be clean, safe and secure when let to a new tenant
  • We will visit new tenants within the first six weeks to make sure everything is going well
  • We will make a decision on applications to take over or pass on tenancies within 20 working days
  • We will make a decision on mutual exchange applications within 28 working days
  • We will repair and let empty homes within 28 working days

How we will communicate with you

  • We will send you a quarterly rent statement within 10 working days of the period end
  • We will respond to requests for personal information within 25 working days
  • We will answer telephone calls within 15 seconds
  • We will acknowledge letters within 2 working days
  • We will acknowledge emails and website contact no later than the next working day
  • If you visit one of our customer reception areas, if you do not have a prior appointment we will aim for a member of staff to meet with you within 15 minutes of your arrival
  • We will respond on the same working day to any contact posted on the NLH Facebook or Twitter pages, including comments and message threads

How we will tackle anti social behaviour

  • We will respond to reports of racial and other harassment and hate incidents within 24 hours
  • We will acknowledge all reports of anti social behaviour within 24 hours
  • We will start an investigation on urgent anti social behaviour cases (risk to health and safety of a person, offensive graffiti) within 24 hours
  • We will start an investigation on priority anti social behaviour cases (serious noise nuisance, fly tipping, drug and alcohol related incidents cases) within 5 working days
  • We will start an investigation on routine cases (neighbour disputes, gardens, pet related incidents ) within 10 working days
  • We will repair damage or vandalism resulting from harassment which affects the safety or security of a home, either the same or next working day
  • We will keep in contact with customers who have reported an anti social behaviour problem at least once a month to keep them up to date

How we will manage complaints

There are two stages in the way we will handle your complaint.

First of all, we will try to resolve any problems you have when you contact the Customer Service Team.

If, unfortunately, we're not able to resolve it, your complaint will be forwarded to an appropriate manager who will contact you within 10 working days, or a bit longer if you agree to this.

If you're still dissatisfied we will escalate your complaint to stage 2 of our complaints process.

A more senior manager will review the evidence collected at stage 1 and, this time, provide a response within 14 working days. Again we can extend this time limit if you agree. 

We hope your complaint will now be resolved, but if you are still unhappy you can approach your local MP or councillor (known as a designated person) who will then decide whether they will pursue your complaint further. 

If they refuse then, if you are a tenant, you may go direct to the Housing Ombudsman.

But if you would rather not seek a designated person you must wait eight weeks before applying to the Housing Ombudsman.

Repairs and improvement work in & around your home

  • We will provide minor adaptations within four weeks of your request
  • We will provide major adaptations within three months of receiving approval from the Council
  • We will service your gas or solid fuel heating appliance every 12 months
  • We will complete planned improvement works to your home within 28 working days
  • We will complete emergency repairs on the same day
  • We will complete urgent repairs on the next working day
  • We will complete all other non urgent repairs by appointment with you
  • When we intend to carry out major improvement works to your home we will give you 12 months notice
  • We will inspect and clean all internal communal areas every 2 weeks to ensure they are clean, safe and tidy
  • We will arrange for a customer to walk around their neighbourhood with a Housing Officer within 15 working days of a customers request
  • We will cut communal areas of grass fortnightly during the growing season

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