Housing Customer Feedback Policy - Section 5
5. Service Delivery Standards
5.1 Service Delivery Standards set down the level of service that tenants and other customers can expect. For example how quickly a repair is carried out and to what standard, how customers will be treated during a homelessness interview.
5.2 The housing service will review existing and, where necessary, provide new service delivery standard information for all services provided. This will not only clarify the level of service customers can expect, but will make the service standards more visible to allow performance to be measured against them.
5.3 At the beginning of the financial year the Council will prioritise the review and development of service delivery standards taking into account concerns raised at a strategic level; by external agencies, for example the Care Commission; internally, for example complaints received and other customer concerns. Initial services to be targeted are:
- homelessness (including temporary accommodation standards);
- allocations;
- repairs; and
- antisocial behaviour.
5.4 Service delivery standards will be publicised and promoted, for example by using posters and the regular tenants’ newsletter, and are available in a variety of languages and formats, if required.