Each year during our annual Tenants’ and Resident Representatives’ Day, we ask our residents to agree a number of key priorities that they want us to monitor and report back to them, called Service Standards. These are in addition to other standards set nationally that each department within Mendip Housing has to meet.
These standards are now monitored to show our performance. The 10 standards that residents agree each year are reported to them every three months in our magazine homelink.
This year’s 10 standards are:
To complete all emergency repairs in one day
To complete all urgent repairs in seven days
To complete all routine repairs within 28 days
To achieve customer satisfaction with all repairs
To provide advice following nuisance or anti-social behaviour within 24 hours for serious harassment and within five working days for other cases
To respond to letters within five days
To monitor the number of residents who take part in Mendip Housing’s work
To make sure an assessment for a disabled adaptation is completed within three weeks (21 days)
To make sure the disabled adaptation is installed within eight weeks (56 days)
To make sure all the work to install the disabled adaptation is completed within 11 weeks (77 days)
