Our Homes : Service Standards

Sadeh Lok prides itself in implementing service standards of the highest quality and the following is a sample of the standards you can expect:

To download the full Service Standards document please click here

General standards

Telephone calls will be answered as quickly as possible and calls returned where messages are left.

Written enquiries will be replied to within 10 days of receiving the original letter.

Housing applicants

Within 10 days of receiving an application for a home, we will give you a decision or ask for further information.

Tenants

Tenants will receive a rent statement every 13 weeks and will be consulted on issues that affect their home.

Repairs service

Routine repairs will be dealt with within 28 calendar days and urgent repairs 7 calendar days.

Emergency repairs will be dealt with within 24 hours.

Meeting service standards

Performance is measured using paper based and computerised systems.

Tenant feedback is sought through surveys, questionnaires and Focus Groups.

Monitoring results are published through tenant newsletters, annual report and the Sadeh Lok website.