Service Standards

K EN S IN GTO N & C H ELS EA T EN AN T M AN AGEM EN T O RGAN I SAT I ON

 Contents
Message from Chief Executive 3

Corporate service standards 4

Customer Services and complaints 6

Resident Engagement 7

Antisocial behaviour 8

Home Ownership 9

Paying your rent 10

Neighbourhood Services 12

Repairs 13

Mechanical and Electrical Services 14

Supported housing 16

2 service standards
Dear Resident
We aim to deliver excellent remain at the heart of what we do.
housing services to Kensington They are designed to make sure you
& Chelsea Tenant Management experience a great housing service, and
Organisation tenants, home to help our staff respond effectively
owners and those that use our to your requirements. We also set
targets against some of our service
services.
standards so that we can measure how
Whether you are making an we perform against them and monitor
enquiry, reporting a repair, making our progress. Our performance reports
a complaint or you need help with a are published on our website and in the
housing issue, all of our customers Link magazine.
deserve a responsive, informed and
I hope you find this information
efficient service from us.
useful and we welcome your feedback.
We have a set of customer service
standards which help to define what
a customer can expect of us and to
remind all of our employees of the
commitments that we have made
that will help us to achieve excellent
Robert Black
services.
Chief Executive
Our service standards have been
developed in consultation with our
residents because we want you
to have a real say in the service you
receive and we want residents to

0800 137 111 | www.kctmo.org.uk 3

 Corporate Service Standards
general Actively consult
We will: and seek
feedback on our
Provide all our residents with
services.
access to a Residents Handbook,
which we will review annually. Return telephone
messages left
Publish information about how to
within 48 hours.
contact us.
Tell you and
Induct, train and develop our staff
explain why we
to ensure they understand the
are transferring
expectations about meeting the
your call to
standards and providing excellent timescale for responding.
another member
customer services.
of staff. We will pass on your name Send out forms and information
Communicate in ways that meet and explain why you are calling leaflets you request within three
your needs, for example, online, before putting you through. working days.
by using large print, Braille or an
Offer to call you back rather than
interpreter.
keep you on hold.
Be polite, courteous, sensitive and
respectful in all of our dealings
with you. In writing
In all of our contact with you, We will:
identify ourselves by name, and Give you a full response to all
where we meet you in person, enquires within 10 working days
provide identification. or, if we are unable to, agree a

4 intrOdUctiOn tO KctMO
When we visit you
We will ensure that:
If you ask us to visit your home we will do this as soon as possible but
always within 10 working days.
If we need to visit you, we will offer you an appointment and inform you
of who will be visiting you.
If we are unable to keep an appointment for any reason, we will give you
as much notice as possible.
We will leave a calling card when a home visit is made and you are not at
home.

When you visit us

We will ensure that:
Our reception areas will be accessible for people with disabilities.
We will give you the opportunity to speak in a private interview room. We
aim to
If you have an appointment, we will aim to see you at the agreed time offer an excellent
and always within 15 minutes of that time. standard
If you visit a KCTMO reception without an appointment we will aim to of service, and
encourage residents
see you within 30 minutes. You may not be able to see the officer of your
to be involved
choice. in decisions

0800 137 111 | www.kctmo.org.uk 5

 Customer Services
We will:
Ensure our offices are open from Monday to Friday
9am-5pm (Lancaster West opening times may differ).
Answer 70% of your enquiries at first contact.
Provide or issue a repair reference number when repair
requests calls are answered, wherever possible.
Answer 80% of all calls within 40 seconds.
Respond to emails regarding repairs sent to
contactus@kctmo.org.uk within five working days.
6 service standards
Complaints
We will:
Acknowledge correspondence within two working days
and tell you the name and contact details of the person
investigating your complaint.
Provide a unique reference number for your complaint.
Respond to stage one complaints within 10 working
days.
Respond to stage two complaints within 10 working
days.
Respond to stage three complaints within 28 working
days.
If we need more time to investigate your complaint we
will write to let you know.
Resident Engagement
In keeping residents centre stage
We will:
Promote a wide range of
participation forums and
opportunities through the Resident
Engagement Team.
Provide help, support and advice
for residents activities that aim to
increase involvement, participation
and engagement
Provide Residents Engagement
Officers to support Residents
Associations.
Support initiatives that aim to
develop effective Residents
Associations and the potential of
residents.
Provide annual grants to Residents
Associations.
Operate an appropriate expenses
system so that residents are not
out of pocket
Facilitate community events
that involves all residents (e.g.
Roadshows)

0800 137 111 www.kctmo.org.uk 7

 Antisocial behaviour
We will investigate all cases of
alleged antisocial behaviour and
harassment against tenants and
leaseholders, including racial
harrassment and domestic
violence.
Your Neighbourhood Officer will
keep you informed of the progress of
the investigation, issue and collect
diary sheets and discuss options for
action against the perpetrator(s).
8 service standards
Through your Neighbourhood Officer
We will:
Contact you within one working
day if you report that you are
experiencing harassment or
domestic violence.
We can provide support by
Arranging to visit you within two
working days of receipt of the
complaint/incident.
Arranging interpreters and
translators for individuals for
whom English is not their first
language and providing an officer
of the same gender if requested
and available.
Arranging interviews at your home
or any other suitable venue for you.
Repairing any damage or removing
graffiti caused by antisocial
behavior within three working
days. Offensive graffiti will be
removed within 24 hours and
additional security provided where
necessary.
With your consent, interview
witnesses, neighbours and anyone
else who may be able to help with
an investigation.
Working with the police to take
any action we can against the
perpetrator/s. This may involve
instructing our solicitors to pursue
legal action.
Providing you with appropriate
advice.
Putting you in touch with other
agencies which can provide you
with additional advice, support and
information.
Home Ownership
We will: Provide accurate, transparent and
Respond to your enquires within reasonable cost effective service
10 working days. In complex charges that give value for money
cases, we will notify you within 10 to service charge payers.
working days of the additional time
required to address your enquiry Further information can be found on
in full. the Home Ownership section of our
Provide detailed breakdowns and website.
supporting documentation, on
request, of the components of
actual costs incurred when final
accounts are issued.
Ensure that home owners are
fully consulted regarding major
works contracts and long term
agreements.
Issue regular invoices and
statements on service charge
payers accounts to the appropriate
addresses as requested.
Actively support and encourage
home owners to positively
contribute to the effective
management of their properties.

0800 137 111 | www.kctmo.org.uk 9

 Paying your rent
Tenancy viewing and sign up
When you get your property we will:
Provide you with a breakdown of how much your rent
and other charges will be.
Provide you with a Housing Benefit form and give
assistance if you need it.
Provide you with information on what to do if you have
difficulty making rent payments.
Inform you where you can get more detailed
independent help from advice agencies.
Make arrangements to carry out a tenancy visit within
six weeks of your tenancy starting if required.
Payment methods
We will:
Offer a range of payment methods such as cash
payment, standing orders, direct debit, swipe cards at
post offices and online payments.
Process any requests for standing order, or swipe card
within 10 working days.
Send you a rent statement every quarter, and on
request.
10 service standards
Benet / debt advice
We will:
Provide help with filling out Housing Benefit claims if
you are having difficulty completing the form.
Talk to the Housing Benefit office about the progress of
your claim.
Help you to obtain appropriate financial advice from a
third party.
Inform you where you can get more detailed
independent help from advice agencies.
Advise you (if you are eligible for Housing Benefit) of an
amount to pay based on information you give to us, until
your application is assessed.
Consultation
As the Managing Agent of the Council, we will:
Consult the Tenants Consultative Committee about any
rent increase prior to approval by the Council.
Provide statutory 28 days notice in writing of any
changes in your rent (as determined by the Council) and
other charges for the coming year.
If your rent does fall into arrears
We will:
Contact you if you miss a payment, either by phone or
in writing.
Provide you with names of agencies who can help you.
Contact you in writing if your arrears increase and
inform you of any action to be taken.
Agree a repayment plan as an alternative to legal action.

Repayment arrangements
We will:
Work with you to agree a repayment plan.
Confirm any agreements made in writing.

Legal Action
We will:
Advise you of your options and what happens next.
Recommend that you attend any court hearings.
Inform you where you can get independent legal advice.
Inform Homeless Persons and Social Services if we
decide to evict you.

0800 137 111 | www.kctmo.org.uk 11

 Neighbourhood Services
Working with our contractors available 24 hours, seven days for Keep hedges neat and tidy.
We will: emergencies. Cut back plant growth that is
encroaching onto paths, windows
Keep communal areas free from
Working with our gardening and and entrances.
rubbish.
grounds maintenance contractor Carry out necessary treatments on
Remove offensive graffiti within 24
paths, concrete and tarmac to keep
hours. We will:
them weed free.
Keep bin areas clean. Cut grass regularly so that it is
Remove bulk rubbish within three never higher than 75mm.
working days. Keep lawns tidy and free of litter.
Report communal repairs within Prune shrubs and roses annually to
four hours of being identified. encourage flowering.
Provide up to date cleaning Weed shrub beds and keep litter
schedules and display these on free.
estate notice boards, these will
also be provided to Residents
Associations.
Carry out a joint inspection with
residents at least twice a year and
adjust schedules as necessary
to ensure standards are met or
exceeded.
Consult Residents Associations
about dates of estate inspections.
Ensure there is a duty caretaker

12 service standards
Repairs

We will:
Give clear information about resident and KCTMO
responsibilities for repairs.
Provide you with a reference number for repair
related calls, let you know what category your
repair falls within and confirm the appointment
with you.
Attend emergency repairs within four hours and
complete these within 24 hours.
Complete urgent repairs within five working days
and normal routine repairs within 20 working days.
Offer appointments for all repairs with morning,
afternoon or avoiding school run time slots.
Let you know how many visits may be required to
complete your repair, whenever possible.
Require all of our contractors to work to a code of
conduct which you can request a copy of.
Inspect at least 10% of all completed repairs and
any that are subject to complaint.
Ensure that contractors operatives text you if they
are running late (if you let us have your mobile
number).

0800 137 111 | www.kctmo.org.uk 13

 Mechanical and Electrical Services
Heating and hot water
We will:
Between 1 May to 31 October Attend and make safe
within 24 hours and complete work within three working
days where there is a total or partial loss.
Between 1 November to 30 April Respond and make
safe within 4 hours and complete work within 24 hours
where there is a total or partial loss.
Ensure that every tenanted property has a valid
Landlords Gas Safety Record Certificate (LGSR)
confirming that the gas installation is in a good and safe
working condition.
Estate and communal lighting
We will:
Attend within one working day and complete work
within five working days where there is a fault/failure in
relation to any individual light.
Attend within four hours and complete work within
24 hours where there is complete failure or where the
emergency lighting is not working.
14 service standards
Door entry system
We will:
Attend and complete work within seven working days
where there is an individual or complete failure.
Attend within four hours and compete work within 24
hours where there is a health and safety risk.
Lifts
We will:
Respond within two hours during working hours and
three hours outside working hours where a lift breaks
down.
Respond within 30 minutes where an individual is
trapped in the lift during working hours and within one
hour where we are notified outside working hours.
Communal mechanical extract system
We will:
Attend within 24 hours and complete work within seven
days where the communal mechanical extract system is
not working.
Capital investment
We will:
Notify you of potential and planned
programmes of work.
Engage with you in the
development of potential
programmes of work.
Communicate with you at key
stages of projects and programmes
of work.
Allow sufficient time to undertake
statutory consultation and to allow
for the adoption of best practice.
Develop ways in which residents
may influence property standards
and the capital investment
programme that delivers this.
Obtain feedback on our
performance, programme delivery
and listen to what you expect of
us.

0800 137 111 | www.kctmo.org.uk 15

 Supported Housing
We have produced these service
standards so that every customer
knows about the level of service
they can expect to receive from the
Supported Housing Sta.
Your Supported Housing staff
We will:
Offer you an assessment and
support plan to enable you to
identify your needs and the level of
support you would like to receive.
We will not give this information
to anyone else without your
permission, and we will respect
your confidentiality.
Review your needs and your
support with you at least once a
year to ensure the information we
have about you is up to date, and
that you are satisfied with the level
of support you are receiving.
Update our records on the same
16 service standards
day that you tell us about any
changes to the information we
hold about you.
Respect your right to privacy and
no officer will ever enter your
home unless it is at your request
or in response to an emergency
where we have genuine reasons
to believe that the safety and well
being of yourself, other residents
or the accommodation is at risk. If
this happens we will provide you
with a written record and reason
for the entry.
Check the alarm equipment in your
home at least once a year to make
sure that it is working properly and
that you know how to use it.
Contact the appropriate service
or person for you, such as your
doctor, relative or a friend, if you
need help.
If you are receiving TMO2YOU
support services
We will also:
Contact you on a planned basis,
in accordance with your identified
wishes and preferences.
Promote and help residents to
organise or access social activities
at the support scheme and in the
wider community.
Hold residents meetings every
three months, and coffee mornings
at the support scheme. The
meetings will give you a chance to
give us your views or ask questions
and get information about services.
We will send you a copy of the
notes taken during each meeting.
Provide information on the fire-
safety procedures within the
support scheme at least twice a
year.
Ensure any problems with
using the Community Alarm
 Service alarm (if you have one)
are resolved within 24 hours
including providing you with a
temporary alarm or emergency
contact numbers, where required.
Report any individual or communal
repairs on the same day we
become aware of them.
Test the support Scheme Fire
Alarm system on a regular basis,
where applicable.

0800 137 111 | www.kctmo.org.uk 17

18 service standards
 We can help you access this information in another way, format, style or language.
Contact us and we will do our best to meet your needs.

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. outra forma, noutro formato, noutro estilo ou noutra
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Nous pouvons vous aider accder ces informations en contacto con nosotros y haremos lo posible por
dune autre manire, dans un autre format, un autre satisfacer sus necesidades.
style ou une autre langue. Contactez-nous et nous
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We can also provide large print, audio file and Braille formats on request.

0800 137 111 contactus@kctmo.org.uk

0800 137 111 | www.kctmo.org.uk 19

 HA
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