Home About Us Performance and Standards Our service standards Repairs and Maintenance Service Standard

Repairs and Maintenance Service Standard

We’re committed to providing our tenants with great services and putting them at the heart of everything we do. This service standard outlines the level of service you can expect when reporting a repair, whether it’s a routine issue or an emergency. We will:

Deliver a quality repairs and maintenance service by:

  • Taking repairs requests 24/7 via 0115 915 2222 or by email, including emergency repairs outside working hours.
  • Carrying out gas and electric checks on time.
  • Offering a range of contact options so you can reach us in the way that suits you.
  • Offering convenient appointments and easy ways to reschedule.
  • Keeping our appointments with you, send reminders by text, and call when we’re on our way.

Treat you fairly and respectfully by:

  • Providing a fair and equal service to all
  • Always being polite, treating you with respect, and keeping our promises.

Protect your information by:

  • Keeping your personal information secure.
  • Using it to provide personalised services that reflect your needs and preferences.

Listen to your views by:

  • Listening to your feedback and asking for your views on how to improve our services.
  • Offering ways for you to be actively involved in setting high standards and monitoring our performance.
  • Providing regular updates on how we’re doing.

Handle complaints fairly by:

Providing a complaints procedure, including the option to escalate to a senior manager if a complaint is not resolved to your satisfaction.

Monitoring our service standards

We regularly ask if we’re meeting our service standards, and the feedback we get is  used to improve and shape services.

If you don’t think we’re meeting the standards we’ve outlined here, you can let us know at any time.

You can call us on 0115 915 2222 or email feedback@nottinghamcity.gov.uk.

 

Accessing our services

We can talk to you over the phone, by text, via email, or in your own home.

We can also provide British Sign Language interpreters.

If you need this information in another language or format, please email housingcommunications@nottinghamcity.gov.uk.