Quality standards

We are committed to improving our services to you and we are currently reviewing our quality standards by consulting with our customers.  The standards let you know the level of service you receive from us. 

We have been carrying out consultation through November 2007 to gather customers' views and comments.  The findings have been used to update the standards and, once they have been completed and printed, which we anticipate to be by the end of February, we will let you know, update the website and display the leaflets in our offices.

We are providing our staff with training on the quality standards to ensure you are provided with the level of service we have promised you.  You can find the range of standards that are being reviewed at the bottom of this page and also in our offices.  We will continue to review the quality standards to ensure we are meeting your priorities.  Our team of Customer Inspectors carry out reality checks and mystery shopping exercises to check whether the agreed level of service is being provided.  They make recommendations for improvements that are required to bring the service up to the quality standard.

Reality checks have been carried out on Trust offices and on a number of our estates and the following improvements have resulted from these:

• Improved signs within the offices advising of opening times, availability of private interview rooms and that a hearing loop is installed
• Making sure a range of meaningful information is on display, reducing the number of leaflets and ensuring a more tidy reception area
• Ensuring all our staff wear a name badge
• Installing electronic information boards in reception areas which provide information on our key services and also offer assistance to customers whose first language is not English
• Estates with untidy areas cleaned up
• Regular estate inspections being carried out by Housing staff

The Customer Inspectors have recently carried out reality checks on empty properties (voids) and on repairs.  The findings are currently being analysed and we will provide feedback very shortly.

The following services are covered in the quality standards:

• Customer Care and Access
• Equality & Diversity
• Repairs & Maintenance
• Getting a Home
• Paying for your Home & Services
• Tenancy & Estate Management
• Services to Leaseholders
• Customer Involvement

If you would like any information regarding quality standards and how we monitor them please contact Michelle Pearson:

• By telephoning 01274 254956
• By emailing michelle.pearson@bchtgroup.org
• By post to Bradford Community Housing Trust, Park View Mills, Wibsey Park Avenue, Bradford, BD6 3QA