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Service Standards

A service standard is something which tells you what you can expect from each of our services.

For example, the Maintenance service standards tell you what an emergency repair is and how long it should take to get it fixed. The Allocations service standards tells a new applicant what condition their new home should be in.

These service standards have been written with the help of residents. They have been discussed at Customer Advisory Panel (CAP) meetings, some at smaller meetings and residents on the Consultation Panel have given their views.

You may ask what difference these standards will make. The difference is that for the first time you know exactly what level and quality of service you can expect and if we do not meet the standards you can tell us. As well as getting feedback from you about our performance we will also monitor services to keep them up to agreement standards.

To accompany our service standards, full copies of all our housing policies and procedures are also available on request. Please contact your nearest regional office for more information.

Please click on the links below to view our service standards: 

Allocations Service Standard
Anti Social Behaviour Service Standard
Communication Service Standard
Domestic Abuse
Feedback, Complaints and Compensation Service Standard
Home Ownership
Involving You Service Standard
Managing Your Estate Service Standard
Property Services Service Standard
Treating People Fairly Service Standard
Managing Your Rent Service Standard
Supporting Tenants Service Standard
Recruitment Service Standard

If you would like any of these service standards translated or require a large print version, please contact NCHA’s Head Office on 0800 013 8555 or 0115 844 3150.

(Alternatively, once you open the documents you will be able to enlarge the text using the tools at the top of the document).

For more information contact your regional housing office on the number above.