About us

Performance

Service Standards (Local Offers)

During 2010 we asked for your views about setting Service Standards.
These Service Standards will give residents firm commitments on how we intend to deliver our services to an agreed standard, quality and frequency. Our performance against these service standards will be reported to and monitored by residents in a number of ways such as at focus groups, surveys, mystery shopping, HFI’s Panels and resident’s conferences.

Why have service standards (local offers)?
The Tenant Services Authority or TSA, who are our regulator have introduced new national standards against which they will now assess how we are performing as a landlord. One of the TSA requirements is that we developed in conjunction with residents some local Service Standards around these national standards. There are six national standards but the TSA only require local offers to be produced for three.

These are:

• The Tenant Involvement and Empowerment Standard which includes customer service, complaints, and understanding and responding to the diverse needs of tenants.
• Home Standard which includes repairs, improvements and the quality of our accommodation.
• Neighbourhood and Community Standard which includes how we manage the neighbourhoods where we own properties, how we work in partnership with other Organisations and how we deal with antisocial behaviour.

Even though the TSA only require us to produce the above three standards, residents have indicated to us that they would like three further standards set around customer care, community support and value for money.

The standards are set out below.

• Tenant and Empowerment Standard (pdf file 380Kb)
• Home Standard (pdf file 376Kb)
• Neighbourhood and Community Standard (pdf file 378Kb)
• Customer Care Standard (pdf file 377Kb)
• Community Support Standard (pdf file 375Kb)
• Value for Money Standard (pdf file 377Kb)

HFI Annual report
As well as these service standards you can also refer to HFI's Annual Report 2010-11.

Customer Care Standards
Every year we review our Customer Care Standards with our residents. This review will take place in Summer 2011.

Tenant Services Authority
If you would like to know more about the Tenant Services Authority (TSA) and the national standards go to their website Tenant Services Authority.