A summary of Arhag's service standards can be found below.
Customer Care
We will
- 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)
Responsive Repairs & Planned Maintenance
We will
- Provide a variety of simple and convenient ways in which to report repairs
- Provide an out-of-hours emergency services
- Ensure annual gas safety checks are carried out
We will carry out
- 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
Resident and Estate Services
We will
- 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 to reports of ASB accordingly
- 5 to 10 days for low risk
- 2-5 days for medium risk
- 24 hours - 1 working day for high risk
- 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)