Services
We aim high - We shall improve the quality of our services
Our housing provision and associated services are based on research carried out by
Salford University. We continue to provide appropriate housing informed by feedback from
our cutomers and prospective customers.
Average Assured Rents
| Property type |
|
|
05/06
£ |
| One bedroom |
54.35 |
55.40 |
60.64 |
| Two bedrooms |
63.23 |
64.89 |
67.19 |
| Three bedrooms |
71.07 |
71.72 |
74.56 |
| Four or more bedrooms |
76.09 |
77.04 |
80.97 |
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Our Customer Services Charter
All repairs reported to the Arawak Walton repairs line 0800 389 4616, or in person during normal working hours (Monday - Friday 9.00 am - 5.00pm) will be dealt with by our Customer Advice Team. Repairs reported on this number at any other time will be dealt with by our emergency out-of-hours repair service. You will be asked a number of questions about your property, the nature of the repair and any access details. Please provide as much information as possible when requested, so that we can take the most appropriate action. If English is not your first language we can arrange for an interpreter in your own language via Language Line.
All repairs reported to the Arawak Walton repairs line outside normal working hours will be dealt with by our message handling service, Astraline. If the repair is an emergency (as specified in your tenancy agreement) a Contractor will be instructed to attend immediately. If the repair is not an emergency the repair should be reported in the usual manner.
A number of repairs reported to us will be pre-inspected, this will ensure accurate information is given to our Contractors. For a pre-inspection visit you will be given an appointment on a particular day within a 2 hour period, the inspection should be carried out within 7 calendar days.
A morning or afternoon appointment will be offered for repairs. The appointment will be arranged directly by the Contractor. Contractors and staff will make every effort to keep their appointments. If they are unavoidably delayed they will attempt to contact you by telephone.
All Contractors carry identification. This should be checked before letting them into your home. If you are in any doubt do not let them in, ring the repairs line and speak to the Customer Advice Team.
Contractors will carry out the repair in a workmanlike manner, treat your home and belongings with care and respect and be courteous to you at all times. The Contractor will leave your property in a clean and tidy condition on completion of the works.
Contractors will not smoke, swear or discriminate against you for any reason whilst working in your home. If an incident should occur, this should immediately be reported to the Customer Advice Team on 0800 389 4616.
We shall endeavour to carry out all repairs within the target times, as stated in your tenancy agreement.
You should receive a questionnaire within 3 days of reporting a repair. This should be completed and returned as soon as the repair has been carried out. The information you provide will enable us to monitor the performance of our Contractors and identify areas of the repairs service where we can make further improvements.
We will also telephone at least 10% of tenants who have had a repair completed to ensure our Contractors are performing to these standards.
10% of all repairs completed will be post inspected. We will monitor the quality of workmanship and ensure Arawak Walton receives value for money.
If English isn't your first language we can arrange for an interpreter
in your own language via our language line.
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