Responsive Repairs Service Standard
-
Upload
bournville-village-trust -
Category
Documents
-
view
214 -
download
0
description
Transcript of Responsive Repairs Service Standard
Our commitment to delivering a high quality, fast and effi cient service
◆ Providing as much information as possible when
reporting a repair to help us accurately diagnose
the problem.
◆ Keeping to appointment times and notifying us
of any change in circumstances as early as possible.
◆ Remaining � exible when re-arranging appointments.
◆ Being polite to sta� and Trust representatives.
◆ Feeding back to us when you have a problem
or are unhappy with the service you have received,
so we can put it right.
helpus by
You can
Responsive
repairsLocal Service Standards
www.bvt.org.uk Bournville Village Trust, Estate Office, Oak Tree Lane,
Bournville, Birmingham B30 1UB. 5888
7 01
.08.
11
58887_BVT_Responsive_Repairs_Leaflet_v4.indd 1 05/09/2011 12:35
◆ Carry out repairs to ensure your home
is watertight, weatherproof, safe and
secure, and that all � xtures and � ttings
are kept in good working order.
◆ Accommodate requests for all repairs
during normal working hours via
the 0800 free phone number, online,
email, letter or in person.
◆ Provide an emergency service 24 hours
a day, 365 days a year.
◆ Provide you with a mutually-agreed
appointment at least 24 hours before
the work is carried out (excluding
emergency repairs).
◆ Inform you of the timeframe for
completion.
◆ Arrive punctually for any appointment
we make with you and tell you if we
are unable to keep the appointment.
If we miss an appointment and do
not tell you, we will pay you £10
compensation.
◆ Complete the work on the � rst visit,
where possible.
◆ Carry out follow-up work within five
working days. If this is not possible,
we will agree a timeframe with you
and keep you informed of progress at
least every ten working days.
◆ Leave your home tidy and free of
rubbish at the end of each working day
and on completion.
◆ Tailor our service for those who are
vulnerable or have specific needs.
◆ Ensure all sta� who carry out the
work in your home comply with the
Trust’s ‘Contractors’ Code of Conduct’
(available on the website or supplied
on request).
◆ Give you the opportunity to provide
feedback on the service you received,
act on feedback, and inform you of
what we learned.
We are committed to providing you with a high quality, fast and effi cient repairs service.
promiseto you
Our
promisewe will
To meet this
58887_BVT_Responsive_Repairs_Leaflet_v4.indd 2 05/09/2011 12:35