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Out of Hours Emergency Repairs: 0800 389 8699 

 

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

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 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)