Home Page

Housing Service Standards

What to expect 

We aim to provide a responsive and improving service. To keep the quality of our service high, we have a set of standards that we aim to meet when providing a service.


We will:- 

  • Provide a full written response to complaints within 10 working days. 
  • Endeavour to answer 90% of your calls within 5 rings. 
  • If you email our Customer Services email boxes, you will receive an acknowledgement the same day and a response within 3 working days. 
  • Visit all new tenants within 6 to 8 weeks of moving in to make sure they have settled in and are satisfied with their new home. 
  • Review your completed housing application with 10 working days of receiving it. 
  • Inspect all Ashfield District Council estates and neighbourhoods at least once a year. 
  • We will refer serious ASB and domestic abuse to the Community Safety Team within 1 working day. 
  • We will monitor and regularly review our performance, actively involving tenants in this process - every 2 months. 
  • Attend to an emergency repair where there is likely to be danger to life or limb, or major damage to your home, or surrounding homes, within 24 hours. 
  • We will always endeavour to give you 28 days’ notice before carrying out any major works to your property.        
  • We will ensure that all tenanted properties with a domestic heating system will receive an annual gas safety check.