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Housing service standards

We care about our customers and have developed a range of Service Standards so that you know the level of service you can expect to receive from us.


  • All officers will provide you with proof of our identification when visiting you.
  • All officers will be polite and treat you with respect.
  • When you contact us by phone your call will be answered promptly.
  • Following the completion of any works by the Council we will leave your home clean and tidy.
  • Provide an online portal 24/7 where you can:

- Report and view outstanding/historical repairs

- View your rent account and make a payment

- Produce a rent account statement

- View your tenancy details and update your contact details

- Contact us


  • Carry out a stock condition survey at every ADC property every five years (subject to access).
  • Measure the levels of tenant satisfaction with the safety and quality of tenants’ homes.
  • Pay you an allowance towards the cost of redecoration where your existing decorations have been disturbed as a consequence of major works.
  • Increase the number of properties assessed as EPC Band C annually, with a target of 2030 to make all homes achieve an EPC rating of C or above.
  • Invite you to an Open Day near to your home to discuss works (where we are replacing a number of elements within your home).
  • Provide a Tenant Liaison Officer when undertaking major works projects.
  • When replacing major components, give tenants a choice of colours and style of the material, where possible.
  • Provide daytime and ‘out of hours’ telephone numbers during major works.
  • Assist you in moving furniture or lifting carpets/floor coverings if you are unable to do so before or after major works.
  • Ensure work is carried out to a high standard by inspecting major works once complete.
  • Carry out all the work whilst you remain in your home and provided with temporary facilities where necessary.

Housing Management

  • Visit all new tenants within 6 weeks of their moving in date to provide advice, information and answer any queries relating to the home or tenancy.
  • Complete tenancy change, lodger and home improvement requests within 20 working days of us receiving all the required information.
  • Respond to all requests to mutually exchange within 5 working days and make a decision within 42 calendar days, from receipt of a completed application.
  • We will refer all serious incidents of anti-social behaviour to the Community Safety Team within one working day. We will respond to all other reports of anti-social behaviour within five working days, advising the complainant of their main point of contact.

 Housing Operations

  • Be available to attend emergency repair requests 24 hours a day, 7 days a week, 365 days a year where the situation requires it.
  • We will attend to an emergency repair where there is likely to be a danger to life or limb, or major damage to your home, or surrounding homes, within 24 hours.
  • Advise you if you are responsible for the repair within the Tenants’ Handbook.
  • Contact you the next working day following an out of hours emergency repair to arrange an appointment to complete any outstanding works.
  • Diagnose the repair, at the first point of contact, if this is of a relatively simple nature and arrange a repairs appointment.
  • Arrange for an Officer / Surveyor to visit your home if your repair is complex, requires further investigation or you require technical advice.
  • Provide you with a target end date for the works to be completed.
  • Provide you with a text message to confirm your appointment and send you a reminder message the day before for appointed repairs.
  • Offer you a choice of a repair appointment for all internal work - (All day, Morning, School Run or Afternoon).
  • Aim to Complete the repair works on the first visit to your home, where possible.
  • Provide you with a date for any ‘follow up’ work which may be required.
  • Keep you updated on how the work is progressing.
  • Assist you with moving furniture, where possible, if you are unable to do so (we will require a signed disclaimer form prior to completing this).

Strategic Housing and Lettings

  • Notify new applicants of which housing needs band they have been placed in, normally within 10 working days (upon receipt of all required information).
  • Undertake accompanied viewings with all prospective tenants.
  • Ensure that all properties meet the lettable standard, at the time of letting.
  • Offer a decorating allowance to new tenants when a property has been assessed as not meeting decorative standards.
  • Undertake an affordability assessment before signing up a new tenant.
  • Offer all existing tenants access to a mutual exchange advertising service free of charge.
  • Advise new tenants of any repairs to be completed when the property is let and a timescale for completing these.
  • Contact all Housing Register applicants on an annual basis to ensure the information held is correct and they wish to remain on the Register.
  • For transferring tenants, we will conduct a property inspection and advise you what works need to be completed before being considered eligible for a move (at point of offer).
  • Refer prospective tenants requiring help and support to move into their new home to our Tenancy Sustainment Service.

These service standards will developed in conjunction with and approved by the Tenant’s Gateway group in April 2024.