Hillview Estate Management Plan - One Housing Group

Repairs and maintenanceWe will• Provide a 24 hour telephoneservice to report emergencyrepairs• Ensure our contractors follow acode of conduct• Respond to a report of anemergency repair within two hoursand make safe• Respond to a report of an urgentrepair within three working days(and complete the works within 5days)• Respond to a report of a routinerepair within five working days(and complete the works within 28days)• Carry out a gas safety check atyour property at least once a year• Publish a programme of ourplanned maintenance works oncea yearReporting a repair• To report a repair please call0300 123 9966Customer careWe want…• Residents to be given more information about how their complaints arebeing dealt with and details of what went wrong and how it will be putright• Staff to provide updates, keep residents informed, to ensure thatresidents don’t need to chase for progress of issues/concerns raised• Staff to return telephone calls within 24 hours (Monday-Friday)• Specialist maintenance staff to be on hand to answer queries• Make staff contact details more accessibleSee our servicestandards in full by:Visiting our websiteonehousinggroup.co.ukCalling our Customer ContactCentre on 0300 123 9966Calling your NeighbourhoodOfficer, Nnadozie Orisakwe on020 7428 42926 One Housing Group Local Offer Hillview