Quaility of Work

Making sure the Job is Done Properly

Our staff and all our contractors must follow our ‘Code of Conduct’. It aims to ensure that all repairs are done to a high standard and courteously.

In carrying out repair work, contractors must:

• Provide a courteous, professional, repair service
• Attend appointments on time
• Respect tenants' homes and ensure their comfort, safety and security
• Take all reasonable care to protect tenants' belongings and compensate tenants for any damage
• Take particular care when working in properties where young children, the elderly or disabled people live
• Comply with CCHA’s equal opportunity policy

Quality Control

We control the quality of repair work and the repair service in the following ways:

• By trying to ensure that the problem and the remedy are clearly identified so that a good quality repair can be done first time. This will involve inspecting many repairs beforehand
• By asking your views: 25% of all tenants who report repairs get a questionnaire about our staff, the contractor who did the repair and its quality. If you receive a questionnaire, please take five minutes of your time to fill it in and send it back in the pre-paid envelope provided. We use your comments to improve the service. We will also let you know the results by putting them in CHAT- good or bad! And every returned form goes into a monthly cash-prize draw
• By inspecting completed repairs ourselves: our maintenance staff inspect around 25% of all completed repairs and, again, we will ask for your views
• By using only good quality parts and materials that comply with the appropriate British Standards
• By upgrading parts that have reached the end of their useful life to current good quality standards
• By carrying out maintenance programmes to plan the replacement of parts as soon as they reach the end of their useful life and to prevent future problems
• By consulting tenants on quality, design and colour schemes

There is a good chance you will receive a questionnaire or visit from our staff to ask for your views. If you don’t, and you’re not happy, simply contact us and let us know the problem. We will do our best to sort it out.