Specialist Housing Standards

Our service standards will ensure:

• We answer your telephone calls to the dedicated service number personally and not use an answer machine during normal working hours
• You receive contact from the occupational therapist within 28 days of your initial enquiry
• You receive written confirmation from the Specialist Housing Team following our receipt of your referral from the occupational therapist
• We visit you within 8 weeks from the date on your confirmation letter
• We provide you with an information pack that tells you about the service and each stage of the process
• We contact you monthly to give you a progress update
• Customers receiving a disabled facilities grant, will get grant approval within 20 weeks from the date we receive your occupational therapists recommendations
• Our staff carry formal ID when they visit you at home

Before the work to your home starts, our service standards will ensure:

• Our staff are trained to deliver our services
• Our staff and contractors are aware of customer care in relation to customer and disability issues
• We provide the name and phone number of your Customer  Liaison Officer and contractor
• Contractors wear identity badges
• Contractors and their agents treat you with respect and courtesy at all times and that they work to defined service standards in accordance with the Construction Health and Safety regulations (CHAS)
• Our customers receive confirmation of key scheme information
• We provide you with a chemical toilet if the use of your normal toilet facilities are restricted due to the work
• We give you choice when agreeing the start date of the work

During the work to your home, our service standards will ensure:

• Our staff discuss and help you with any of your questions, keeping you informed of all changes to the work schedule
• The contractor keeps your home clean and tidy during and on completion of the work to your property
• We inform you fully of the extent of any additional work that may be required and any extended timescales
• We review the policies, service standards and procedures with customer involvement every 12 months as a minimum

When the work to your home is completed, our service standards will ensure:

• All completed work is post inspected with the client to resolve any issues that may have happened
• Customers sign off the work upon completion to show it is to their satisfaction before payment can be made to the contractor
• Continuous improvement of our service based on feedback from our customers

This page was last updated on 8 February 2011