Service Standards

We will: 

• Always treat you with respect and courtesy 

• Listen to you and act on your feedback 

• Be open, honest, and empathetic in all our communications 

• Keep you informed and updated 

• Make our services accessible to everyone 

• Provide opportunities for you to get involved and shape our services 

• Publish performance information so you can hold us to account 

• Explain when and why we’re unable to meet a request 

• Apologise when we get something wrong—and put it right 

We understand how important your home and the block you live in is to you. Our repairs and estate services are here to make sure they are safe, comfortable and well-maintained. 

Response Times 

We aim to respond and complete repairs within the following timeframes: 

• Out-of-hours emergency repairs – attend within 4 hours to make safe 

• Emergency repairs (e.g. total loss of heating in winter, severe leaks) – attend within 4 hours to make safe, with follow-on works arranged where needed 

• Urgent repairs (e.g. partial heating loss) – complete within 7 calendar days 

• Non-urgent repairs (e.g. dripping taps) – complete within 21 calendar days 

When You Report a Repair 

We will: 

• Offer an appointment that suits you 

• Aim to complete the repair on the first visit 

• Keep you informed if we need to return 

• Send polite, ID-wearing contractors who tidy after themselves 

 Keeping Your Home Safe 

• We will carry out annual gas safety checks and regular electrical safety checks, providing adequate notice to meet your availability 

• We will maintain all homes to the Decent Homes Standard 

• We will prioritise repairs that affect your health and safety 

Communal Areas 

• Estate Managers will carry out, and invite residents to, formal quarterly estate inspections, and conduct routine health and safety checks  

• We’ll monitor and address communal repairs, cleaning, and grounds maintenance 

• Inform you of communal repairs that impact you and have already been reported by others (e.g. a lift breakdown) 

• We will monitor the performance of estate services through regular inspections and audits and publish the results. 

After the Repair 

• Ask for your feedback after the repair is complete 

• Physically check the quality of all major repairs and a proportion of others 

 Awaab’s Law – Damp, Mould and Health Hazards 

We are committed to meeting the requirements of Awaab’s Law and keeping your home safe and healthy. 

We will: 

• Acknowledge reports of damp, mould, or other serious health hazards within 2 working days 

• Carry out an inspection within the timescales set out in law, prioritising cases where there is a risk to health 

• Take action to make the property safe and begin necessary repairs within the required legal timescales 

• Keep you informed of what we are doing, the actions we will take, and when work will be completed 

• Provide temporary measures where needed to reduce risk while permanent repairs are arranged 

• Work with you if you are vulnerable or if the issue is affecting your health or wellbeing 

• Monitor and review cases to ensure repairs are completed properly and do not reoccur 

If you believe your home has damp, mould, or another issue affecting your health, we encourage you to report it as soon as possible so we can act quickly. 

We want it to be easy for you to contact us and get the help you need. 

Contacting Us 

• Phone lines are open Monday to Friday, 9am–5pm 

• We aim to answer your call within 2 minutes when calling our main number 

• You can also reach us by email, post, our website, or resident portal 

• We aim to respond to emails, letters, portal enquiries, and answerphone messages within 2 working days (Monday to Friday) 

Appointments 

• We will arrange a visit to your home or a meeting at one of our offices at a time that suits you during office opening hours 

When You Have an Enquiry 

• If your enquiry remains open, we will agree a communication plan to keep you updated 

Outside Office Hours 

• In an emergency, our 24/7 service is always available – every day of the year 

• If we close the office, we’ll inform you and provide alternative contact methods 

Additional Support 

• We can provide translation services if English is not your first language 

• If you are vulnerable or need extra support, we will tailor our service to meet your needs 

• We will communicate with you in keeping with your preference 

• We will liaise with a nominated person at your request 

We recognise that owning your home is a major investment. Here’s how we’ll support you: 

• Provide clear, accurate and itemised service charge breakdowns 

• Consult you when your share of major works will exceed £250 

• Help you with the process if you’re selling or re-mortgaging your home 

• Notify you about planned major works and give you opportunities to comment 

We will provide clear, regular opportunities for residents to influence how we run our services. 

We will: 

• Publish upcoming engagement activities on notice boards, our website, by letter, and SMS 

• Offer varied ways to get involved – in-person, online or through our Voice of the Customer framework 

• Aim for our resident groups to be representative of all locations and demographics 

• Regularly advertise our Voice of the Customer Framework for new members 

• Report activity from the Voice of the Customer Groups to all residents 

• Report your feedback to our leadership team and Board 

• Publish a summary of what you told us and what we’ve done as a result, including an annual report on how TSM feedback has shaped our services 

• Consult with you on important decisions, including changes to our policies and strategies 

• Provide an annual Resident Engagement Plan 

Find out more: Resident Engagement – IDS

Everyone deserves to feel safe in their home and community. We will: 

• Take all reports of ASB seriously and respond promptly 

• Prioritise your safety and well-being 

• Work with the police, local authority, fire service, mental health teams, and other agencies where needed 

• Offer mediation where appropriate 

• Appoint a dedicated staff member to support you and agree an action plan 

• Respond to hate crime reports within 1 working day – as defined in our ASB policy

• Keep your information confidential, unless we have safeguarding concerns 

We learn from your complaints and use them to improve our services. 

We will: 

• Acknowledge your complaint within 3 working days 

• Give you the name of the person handling your case 

• Provide a full response within 10 working days (Stage 1) or 20 working days (Stage 2) 

• Agree a new date with you if we need more time to investigate 

• Publish how we’re learning from complaints 

• Treat you fairly and with respect throughout the process 

• We will signpost you to the Housing Ombudsman Service if you remain dissatisfied. 

More info: Complaints and Feedback – IDS 

We are committed to being transparent. 

• We will publish performance reports on our website 

• We will share our progress against service standards and tell you what we’re doing to improve 

• We will involve residents in scrutinising our services 

• We will use complaints, Tenant Satisfaction Measures, and other feedback to review and improve these standards annually 

Your feedback is essential. Whether it’s a compliment, a concern, or a complaint – we want to hear from you. You help us make our services better for everyone.