Our service standards

Service standards

Our service standards set out the quality you can expect from us and what we will do to continually improve the services we provide. We can’t guarantee to get them right 100% but they are what we aim for.

Communication

We'll:

  • Acknowledge all online and email enquiries received by our Customer Contact Centre within one working day

  • Answer all general enquiries within five working days

  • Aim to provide a response to your complaint within ten working days

  • Complete conveyancing enquiries within 20 working days

  • Fully reply to sales requests from solicitors within 20 working days

  • Answer service charge queries within 20 working days

  • Reply within the timescales above, but if we're unable to do this, we'll tell you when you can expect a full response

  • Provide you with a phone number to contact us, which is free of charge

Repairs

We'll: 

  • Make emergency repairs safe within 24 hours of you reporting them to us
    Emergency repairs include:

    - No cold water supply

    - No heating or hot water during winter

    - Leaks that can’t be contained or could cause an electrical hazard

    - Serious mould growth

    - The only toilet in your home not working

    - A lift not working (if it’s the only one serving all floors)

    - Smoke or carbon monoxide alarms making a constant noise

    - Damaged or exposed asbestos

    - Anything else that could be a serious risk to your health or safety

  • Carry out repairs to address serious damp and mould hazards within five working days of inspection. These works follow an initial investigation and are aimed at making the area safe where damp or mould poses a significant health risk

  • Carry out standard repairs within 20 working days

  • Start planned or minor repairs within 90 working days after we've made your home safe with an emergency or standard repair. These larger jobs may involve multiple trades or contractors, and can include work such as fencing, windows, and roofing

  • Prioritise the needs of the resident and tailor our response accordingly

  • Respond quickly to gas, heating or hot water emergencies. If there's an immediate risk to life (e.g. suspected gas leak, fire, or structural collapse), customers must first contact emergency services:

    Gas emergencies: Call the National Gas Emergency Service on 0800 111 999 

    Other life-threatening situations: Call 999 

    These actions must be taken prior to contacting A2Dominion, to ensure safety is prioritised

    Uncontainable leaks are treated as emergency repairs and we’ll aim to attend within 24 hours

  • Give you a job reference number and offer you a range of appointment dates and times when you request a repair or adaption to your home 

  • Carry out repairs to fix any items we provide

  • Service your gas boiler every year, if you live in a rented property

  • Remove offensive graffiti 

  • Repair, replace or provide temporary lighting to keep a communal area safe if there’s a health and safety emergency. We’ll only do this if there’s no other working light in the space. For example, if just one light is out but others are working, we wouldn’t install temporary lighting.

Damp and mould  

We’ll:  

  • Make homes safe within 24 hours if there’s an emergency issue, such as severe mould, or if a resident is vulnerable. If we can’t, we’ll offer alternative accommodation

  • Investigate serious damp and mould within ten working days, in person or remotely

  • Send a written summary within three working days after the investigation, explaining the cause and our action plan

  • Complete safety-related repairs within five working days of the investigation. If repairs can’t start within five days, they must begin within 12 weeks. If the home isn’t safe, we’ll offer alternative accommodation.

Rent and service charges

We'll:

  • Give you the ability to register your interest to pay us by Direct Debit online

  • Contact you to agree how you are going to pay us if you fall behind on your rent

  • Send you an annual schedule for your new rent and estimated service charges, including a summary of the costs for services relevant to you.

Leasehold services

We'll:

  • Send you a copy of your actual service charge statement within legislative guidelines. We'll compare your actual service charge against the estimated service charge and inform you of any adjustments that need to be applied to your account

  • Carry out consultations whenever we plan to deliver work or services which you must pay for in your service charges. These are known as 'Section 20 consultations.' We'll review all observations we receive during the consultations and provide you with a written reply.

Anti-social behaviour

We'll:

  • Contact you within two working days to get more information about your anti-social behaviour (ASB) issue

  • Complete a risk assessment with you

  • Agree an action plan and work alongside other agencies to resolve the issue. We'll update you on our progress every two weeks.

Complaints

Access and diversity

We'll:

  • Provide fair access to our services and treat you with respect

  • Make responsible adjustments for our customers and stakeholders with disabilities to ensure our services are fair and accessible

  • Provide translation and interpretation services for essential information on request.