Service Standards

Service Standards

A summary of Arhag's service standards can be found below. Please refer to our 'Service Standards' document for more detail.

Customer Care

Consult with residents on any major changes to service provision
Acknowledge at least 95% of letters within two working days
Respond to at least 98% of letters within ten working days
Acknowledge 100% of formal complaints within two working days
Respond to 100% of formal complaints within ten working days (or let you know if we cannot and provide you with a deadline date)
Answer 95% of telephone calls within four rings
Log your visit to Head Office reception within 5 minutes
Aim to attend to you within 15 minutes (if you do not already have an appointment)

Emergency Repairs within 24 hours
Urgent Repairs within 5 days
Routine repairs within 28 days
Publish plans, in advance, in our newsletter and website when we are undertaking planned maintenance works
Consult with residents about the works being planned
Advise you how the work will effect you and other occupants of the property
Wherever possible, give tenants a choice of colour, design and finishes
advise when work will commence and how long it will take, ensuring works are carried out in a reasonable time scale

Provide a variety of methods by which residents can pay their rent and/or service charges
Provide a rent/service charge statement every three months or upon request
Provide residents with a copy of their tenancy agreement and the Residents' Handbook
Consult about changes to service charges
Process transfer applications within 20 working days
Respond promptly to reports of anti-social behaviour (ASB)
Work closely with victims of ASB to agree an action plan to help resolve their case
Carry out routine estate inspections, with residents, if available:
- Ten homes or more - monthly inspection
- Less than ten homes - quarterly inspections (unless issues require a greater frequency)