Part of Network Housing Group

Our commitments to service standards

Communications: We Will

• see you at the time of your appointment. If you do not have an appointment we will endeavour to see you as soon as possible. If there is going to be more that a 10 minute wait or it is not going to be possible for anyone to see you we will tell you.
• answer telephone calls within 15 seconds.
• respond to letters within 10 working days. If it is not possible to provide a full response within this time, we will write to you to explain how long it will take to provide a full response.
• be polite and courteous when speaking to residents and will treat you with dignity and respect.
• introduce ourselves by name when we answer the telephone or meet residents.
• show identification when visiting residents in their homes.
• offer to take a message rather than have you hang on and return any messages by the end of the next day.  
• arrange an interpreter when requested or advised, or translate any documents we publish to assist residents who do not have English as a first language.
• write in plain english.
• arrange to visit you within 24 hours about very urgent matters. For less urgent matters, we will arrange a home visit within two weeks.
• produce a newsletter at least twice a year and organise a fun day once a year.   

Tenancy Services: We Will 

• offices and Services will be available from 9.00am to 5.00pm as a minimum.  
• we will inform you by letter when your rent account is in arrears.
• give you advice on how to pay your rent and how to claim housing benefit as well as refer you for formal debt and welfare advise if required.
• ensure residents who are vulnerable are given appropriate support to enable them to remain living independently.   
• provide a 'My Home On Line' website service so that residents can look up their own rent accuont and track repairs that have been ordered.   
• not discriminate because of age, disability, gender, race, religion or sexual orientation.   
• positively work with the very diverse community we provide services for.  
• remove bulk refuse dumped on our estates within five working days of notification and abandoned vehicles within 10 working days of notification.   
• remove offensive graffiti from common arrears by the end of the next working day and other graffiti within five working days.   
• respond to complaints about anti-social behavior within 24 hours if very urgent or ten working days if less urgent.   
• give every new tenant a sign up pack containing their tenancy agreement our tenant's handbook and other useful information.   
• offer you compensation if we have made a mistake which has cost you money or seriously inconvenienced you.   
• provide advice on any aids and adaptations you may need in your home to enable you to live there more comfortably.   
• provide safe, secure efficiently heated and weatherproof homes with modern kitchen and bathrooms.   
• within 10 days confirm your priority for a move.   
• contact every new tenant within twelve weeks of moving in to check that they have settled into their new home and to offer any necessary support and advice.   
• arrange to visit you if you need to see us and cannot get to the office.   
• provide private interview space.

Putting things right: We Will

• let you know how you can make a complaint.  
• ask you how you would like the issue to be resolved and try to resolve it when you first raise it with us.
• record the complaint formally if you want us to do so.  
• give you the name of the person who will telephone you or arrange to visit you to discusss how we can resolve it and respond in full within 10 working days.  
• respond to complaints about our services within 10 working days. If it is not possible to provide a full response straight away because we need more time to carry out an investigation, we will write to you acknowledging your complaint and tell you how long it will be before we can provide a full reply. 
• ensure that issues are dealt with and followed up if necessary.

Homeowners services: We Will

• process your application claiming the right to acquire or the right to buy within fourteen days.
• send you an offer notice (section 125 notice) within 8 weeks if you are buying a freehold property.
• send you an offer notice (section 125 notice) within 12 weeks if you are buying a leasehold property.
• commission a valuation within fourteen days when notified of your wish to staircase.

Involving you: We Will

• consult you about any significant changes to our policies and on any other changes which may affect you as a resident.
• consult you about any major repairs or improvements we intend to carry out to your home or estate and whenever possible give you a choice of colours and fittings.
• make copies of all our policies, procedures and other standard documents available on request through the helpdesk and on the internet. 
• carry out regular surveys to establish residents' views on the quality of our services. 
• invite residents to inspect with us each of the estates we manage on a regular basis to make sure that common areas are clean, tidy, well maintained and safe to use.
• provide advice, support and training to residents who want to set up a Residents' Association. 
• encourage residents to participate through joining the consumer panel the leaseholder panel or the residents forum. 
• provide performance information about our services in newsletters and on the website.

If you are dissatisfied about any aspect of our services we need to know, please write to Mitali Housing Association, 148 Cambridge Heath Road, London E1 5QJ, or email us at office@mitaliha.org.uk, alternatively call us on 020 7780 2222.