Sheltered housing standards

The Ealing Homes customer service standards will:

be simple to understand
set performance standards, which will be reviewed regularly in line with public consultation and feedback
ensure that all our customers receive the same consistently, high standards of customer service whenever they contact with us

When you contact us

We will:

be polite and professional when dealing with your enquiry
wear name badges and give you our names so you know whom you are talking to
carry identification and respect your home when visiting you
answer your calls in 15 seconds
respond to your letters and emails in 6 working days
respond to your formal complaints in 10 working days

Informing and consulting

We will:

make information available in different languages, audio cassette and in large print
send a borough-wide newsletter to residents four times a year
regularly survey residents on the standards of service received
offer a range of opportunities for residents to be involved
consult residents as set out in the Resident Participation Compact
visit new tenants within two months of moving in

Repairs to your home and estate

We will:

respond to emergency work within 24 hours
respond to urgent work within an average of 8 working days
respond to non-urgent work in an average of 12 working days
visit and check 20% or repairs completed
carry out telephone and postal surveys on 20% of repairs completed
make appointments available for all non-emergency repairs

Collecting your rent

We will:

send you a quarterly rent statement
advise you immediately when you become two weeks in arrears
offer interviews and home visits for tenants in arrears
provide advice on benefits and managing debt

Dealing with anti-social behaviour
We will:

take action against tenants who breach their tenancy agreement through their anti social behaviour
carry out an interview in urgent cases in 24 hours and all other cases in 5 working days
keep in monthly contact with you and review each complaint after three months
decide on what action to be taken within 30 days

Keeping your estates clean

We will:

litter pick communal areas at least weekly
clean communal blocks every week
remove abandoned vehicles in 7 working days
remove fly tipping within 5 working days
remove reported offensive graffiti in 24 hours and non-offensive graffiti in 7 working days
repair door entry systems in 7 working days
replace bulbs in communal lighting in 48 hours
board up broken communal windows in 48 hours and fix in 10 working days

Sheltered housing support
Information about support services provided by the Ealing Council can be found in the Housing Options for Older People - A Guide for Council Tenants publication, which is available from the following sheltered housing area offices

Heron House (Ealing) Tel: (020) 8998 8562
Neville Close (Acton) Tel: (020) 8896 9498
Maytree Court (Northolt and Southall) Tel: (020) 8842 1526