Service standards

• action urgent problems (eg burst foul sewer) within one working day
• respond to a property related nuisance or health compaint where there may be a substantial risk to health or public concern within three working days
• action any other complaint indicating a property may be unfit for human habitation or where there may be a limited health risk within three working days

When you contact us about housing grants, you can expect us to

• tell you immediately on enquiry about the current grant policy and advise you about whether you are likely to qualify for grant assistance
• carry out a survey of your property within three weeks of your enquiry
• inform you of the outcome of the visit by means of a verbal report or by letter within ten working days
• determine valid applications for grant within three weeks
• process grant payments within four weeks as an authority (two weeks within the division)

In general, you can expect us to

• provide clear advice and information
• answer telephone calls personally between 9.00am and 5.00pm
• respond to requests for service within a maximum of three working days
• reply to letters within ten working days
• whenever appropriate, visit and discuss matters personally with you in your own home
• use the full range of powers available to us to resolve an issue.