Westmoreland provides a range of services to our customers and partners - our Service Standards explains what you can expect from us and the services we deliver to you.
To provide Specialised Supported Housing for those with mental health, learning or physical disabilities and autism who receive long term care in their home. We work with Local Authority and NHS Commissioners and partner with Care Providers to provide accommodation that is appropriate for customers for life.
We do the right thing – We work with honesty and integrity
We deliver – We work with professionalism and accountability in all that we do
We use new thinking – We innovate and problem solve to improve our services
We are one team – We share knowledge and work with partners to provide better services
We are a learning organisation – We always look to learn and improve
We will ask you your preferred way of contacting us and how we should contact you and we will offer a range of ways to do so, that are convenient to you
We will be polite and professional and will aim to resolve your query quickly.
We will ensure that our communications are easy to understand and accessible for our customers.
We will provide support to you as required to understand any information and to access our services easily.
We will make appointments that are convenient to you.
We will treat everyone fairly and impartially and adapt to your individual needs.
We will show photographic ID when we visit your home.
We will work with any representatives that you nominate to act on your behalf in the same way and to the same standards.
We will provide you with opportunities to provide feedback on our services.
We will act on feedback and provide updates of the positive changes made as a result.
We will provide annual updates on how we are performing as a landlord.
We will provide opportunities for customers to influence strategic decisions for Westmoreland.
We will ensure that in advance of moving into your home, that the property and tenancy will be suitable for you and that you can afford to pay the rent.
We will ensure that there is an appropriate care plan in place to support you.
We will provide a tenancy agreement with clear rights and responsibilities
During your tenancy we will provide housing related support that is appropriate for your needs.
We will provide clear information on all rent charges, including personal service charges and provide support to maintain payments.
We will manage your Housing Benefit claim on your behalf and work with you to submit any documentation.
We will work with all professional bodies to review your care needs periodically to ensure that your home is still suitable for your long term needs.
We will maintain your home to a good standard through both a responsive repairs service and a planned maintenance programme.
We will ensure that your home meets all relevant health and safety legislation.
We will ensure that your property meet the Decent Homes Standard and is free from damp and mould.
We will provide you with direct access to our contractor to report new repairs and follow up on existing ones.
Where possible we will carry out repairs at the first visit.
We will carry out repairs within agreed timescales, making an appointment that is convenient for you. Our repair timescales are:
|
Priority |
Work Type |
|
P1 1-24 Hours |
Gas leak Major water leak Health and Safety risk that could endanger life – eg fire risk, building insecure Unable to gain access to the property Loss of Electricity/Gas Boiler breakdown – No heating/hot water (October to March) No lights Blocked toilet and no other toilet available Fire alarm not working |
|
P2 – 2-7 Days |
Pest Control No power to some sockets One fire detector not working White goods repair/replacement Toilet no flushing |
|
P3 – 3-28 Days |
All other day to day repairs |
|
P4 – Planned Works on an annual schedule and shared services |
Eg new kitchen, bathroom, roof, driveway, windows Gardening, cleaning, window cleaning, gutter clearance |
We will leave your home clean and tidy and remove any rubbish.
We will advise you when a repair is your responsibility and the anticipated cost of works.
We will ask for feedback on the quality of the work and conduct of the contractor.
