Repair Standards – The ‘little’ jobs

Sometimes things can go wrong in the home, but our repair standards have been tailored to ensure that any problems are sorted as quickly and easily as possible for our residents.

• We will ensure you have direct contact with Worthing Homes’ staff between 9am and 5pm Monday to Friday

• We will have a number of ways for you to report a repair including by phone, website, text, e-mail, letter, fax, or in person at our offices

• We will carry out your repair within our published targets (known as repair priorities)

• We will adjust repair target times to suit the needs and individual circumstances wherever possible

• We will provide you with a 365 day / 24 hour emergency call out service

• We will carry out post inspections on 10% of all repairs and those over £750

• We will complete, wherever possible, the repair first time

• We will carry out minor adaptations enabling you to live more comfortably in your home (those costing less than £1,000)

• Wherever possible, we will reduce energy bills through repair specifications and adopt the Relish™ principles

• Our contractors will contact you to arrange a mutually convenient time to carry out your repair

• If a surveyor’s visit is required, we will arrange this with you at the time of contact

• Where repairs are to be recharged, we will clearly identify the charge before the works proceed and seek your agreement

• We will provide you with our surveyors name and direct contact information

• We will make a broken appointment payment if we or our contractor fail to turn up at the agreed time

• We will ensure our contractors adopt a contractor ‘charter’

• We will offer a choice of colours / fittings / designs

• We will achieve high levels of positive feedback

• We will follow up on feedback provided to help us improve our service

 *This is just one of our suite of Service Standards. Our value for money, equality and diversity and customer contact standards apply to all of our other standards.