Welcome to our first customer charter for homeowners
This charter outlines:
- what we will do for you (our commitment to you)
- the standards of service you can expect
- the expected timescales
It also outlines what we need from you to enable us to meet our commitments. As part of Ealing Council’s strategic vision, we aim to deliver services to and for our customers which provide the best possible service over the next 5 years and beyond.
Excellent customer care is really important to us and is everyone’s job at Ealing Council. Whether you contact us by phone, through our website or social media, in writing or by visiting us in person, we are here to help.
1. Getting in touch
We will:
- answer your call promptly in a polite and courteous way
- aim to resolve your query within 10 working days and if it is likely to be longer than this we will tell you and keep you informed of the progress
- listen carefully, identify your needs and find answers
- be clear about what we can do and when
- keep the promises we make and keep you up to date
- always be fair and respectful
- give you the right information at the right time
- let you know if there is a problem or any change to what we said we would do
- respect your privacy and treat your information in a sensitive manner
- protect your personal data and let you know how we use it
2. Your voice
The importance of engagement and accessibility is to the forefront of understanding the costs to homeowners, the specific concerns of homeowners and your voice is what is important to us. To ensure we can serve our homeowners correctly we need to know: what do you value?
To do that we will:
- request and obtain your views and act upon feedback, both positive and negative
- ensure our decisions will be made taking into consideration the feedback provided
- make sure the interests of homeowners are responded to by ensuring as many opportunities as possible for homeowners to get involved (you may wish to find out more through the Leaseholders Association)
- provide regular updates on how we are performing
- where possible, tailor our services to your requirements
- consult with you on a variety of matters, including:
- repairs or works to your building that cost more than £250 per property
- contracts that we enter into that are more than 12 months and where costs maybe over £100 per property
- as part of the S20 consultation (major works programme), we will hold site meetings with homeowners
- service charges
- annual accounts
- estate services
- regeneration projects
3. Repairs to communal areas
Where it is our responsibility under the terms of your lease to carry out communal repairs or to communal installations within your property, we will provide you with a quality repair service. Our partner contractors have agreed to these promises and will carry these out on our behalf.
Our promises to you:
- we will provide an emergency repairs service (24 hours a day, 365 days a year)
- we will make it easy for you to report communal repairs
- if we need to access to your property to carry out a communal repair, we’ll make an appointment with you
- we will attend emergency repairs and make safe within four hours and complete repair in 24 hours
- we will carry out routine repairs within 28 days
- we will aim to complete the repair on the first visit
- after a repair, our contractors will leave the area clean and tidy and remove any rubbish
- when conducting a repair, contractors will follow appropriate health and safety regulations at all times
- we will make sure all services affected by the work are left in full working order
- all contractors will provide identification when visiting your home
4. New builds defects
If your new build home has a defect during the defect liability period, we will provide you with a quality repair service. Our partner contractors have agreed to these promises and will carry these out on our behalf. Please refer to your home user guide for more information.
Our promises to you:
- we will report any defects to 'new build' home to the contractor on your behalf
- we will make it easy for you to report your defects
- we will give you a choice of appointments
- we will provide an emergency service (24 hours a day, 365 days a year)
- we will attend emergency repairs and make safe within contractually agreed timescales
- we will aim to carry out general repairs within 28 days
- if you have a total loss of heating, we will attend within 24 hours or for partial loss within 5 days. If you smell gas, please call the national emergency gas number 0800 111999
- you will be kept up to date with any changes to your repair request
- we will aim to complete the repair on the first visit to your home
- after a repair, our contractors will leave the area clean and tidy and remove any rubbish
- when carrying out a repair, contractors will always follow appropriate health and safety regulations
- we will always respect you and your home
- we will make sure all services affected by the work are left in full working order, where possible
To avoid any delays, we will also let you know when a repair is not a defect and will be your responsibility.
5. Planned and cyclical works
Where it is our responsibility under the terms of your lease to carry out planned and cyclical works, we will provide you with a quality service.
Our promises to you:
- we will consult you on repairs or works to your building than cost more than £250 per property
- we will consult you before we enter into contracts that are for more than 12 months and where costs maybe over £100 per property
- we will serve you with the appropriate Section 20 Notice where required under the Landlord and Tenant Act 1985 setting out estimated costs
- before any work starts, we will contact you to let you know who will be carrying out the work and when
- we will always ask you if there are special requirements that we need to consider as part of the works
6. Payments to us
The charter is not meant to interpret the law, and does not cover every case, but applies in accordance with the terms of your lease; we are required to provide you with certain financial information. If you are having problems paying your rent, service charge, or any other payments, you should tell us straight away so we can work with you to resolve any difficulties.
Our promises to you:
- we will offer a variety of ways to make payments easy
- we will work with you if you are facing financial difficulties
- if you fall into arrears, we will contact you to advise how much you owe and work with you to agree a repayment plan
- we will clearly explain your rent and service charges
- we will send you details of your annual estimated charges, your end of year final accounts, and ground rent notice (if applicable)
- we will provide advice on the benefits available to you – please contact us if you feel you would benefit from speaking with a member of the team
- on request, we will provide you with to up-to-date rent and service charge information
7. It is not working, it has gone wrong
There are times when things have gone wrong or something you are unhappy with, please get in touch straight away and let us know what and when.
Our promises to you:
- when we have done something wrong, we will apologise and sort it as soon as we can
- we will make sure our complaints service is simple to use
- we will help you if you need assistance in making a complaint using 'My Account'
- after you make a complaint, we will contact you within 2 working days to tell you who will be handling it and keep you fully informed of the progress
- we will give you a full response within 10 working days
- we will tell you what we will do to put things right and when we will do this
- when you give us feedback, we will always respond positively and learn from what you have told us
- we will respect confidentiality at all times
- if you are not happy with our response to your complaint, we will tell you how you can appeal