Back to About

What you can expect from us

We aim to provide great services and build honest, open and trusting relationships. We will try our best to:

1 - Focus on what we can do to help you and not on what we can’t do
2 - Provide a clear and prompt reply to your query
3 - Provide an honest and transparent service
4 - Provide realistic timescales and where we can’t we will keep you updated
5 - Fix things if they go wrong or break.

The detail behind these statements:

Communication

We will:

Reply to all online and email enquiries within one working day - when you email our contact centre or get in touch through our website
Reply to other emails within three working days
Answer your call within 60 seconds when you call our contact centre
Promote and develop ways you can use our services online.

Repairs

We will:

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
Remind you about your appointment 24 hours before it happens
Carry out urgent repairs within two hours. These are repairs that are deemed necessary to avoid the risk of injury to people or damage to buildings and property
Attend all other repairs in an average of 10 days depending on the severity
Aim to fix your repair first time service your gas boiler every year, if you live in a rented property
Remove offensive graffiti within 1 working day of it being reported
Repaint the outside of wooden doors and windows, and shared areas, on average every seven years.
Give you details of our major works planned for the next year
Support and assist you in getting adaptations to your home

Rent and Service charges

We will:

Acknowledge your service charge query in one working day by email, or three working days by post, and respond in 10 working days
Post you a rent statement every three months and tell you about the different ways you can pay
Work to deliver improved value for money for service charges
Post an annual schedule for your new rent and estimated service charges, including a summary of the costs for services relevant to you.

Homeowners

We will:

provide you a copy of your audited accounts by September of each year
Consult with you on major works or changes to services you pay for through your service charges

Moving in

Before you move into your new home, we will make sure the property meets all health and safety requirements and is clean and safe.

Estates services

We will:

Keep the shared areas of buildings and grounds where you live clean, tidy and safe

Antisocial behaviour

Whenever you report antisocial behaviour (ASB), we will:

Contact you within two working days to get more information about your ASB issue and complete a risk assessment with you
Agree on an action plan, and work alongside other agencies to resolve the issue. We will update you on our progress in a timeframe agreed with you.

Care and Support Services

We will:

Give you a welcome pack, including relevant information about our care and support services and the local area
Give you information and support to help you take part in the activities
Make sure we fully assess your needs
Agree on a specific and realistic support plan that you understand, and review it at least every six months
Make sure we agree on any changes to the care or support we provide you to everyone involved.

Complaints

We will:

On receipt of your complaint, we aim to log and acknowledge your complaint within five working days, either as a service request or a formal stage 1 complaint.
If we log your complaint at stage 1 of our complaints process, a Customer Relations Officer will be allocated to your complaint and will then contact you to discuss the issues and agree with you the scope of the investigation.
We aim to fully respond to your complaint and issue(s) with our formal response and within 10 working days, from the date we log and acknowledge your complaint.
If we need more time to complete the investigation or need to gather more information, we will contact you to discuss this.

Customer involvement and feedback

We will:

Publicise news about Origin
Ask for regular feedback from you on our services via the website, newsletters and meetings
Make sure the feedback we collect from you is kept confidential
Tell you how we will use your feedback
Publish summaries of the feedback we receive on our website
Provide opportunities for you to help us shape and improve services
Provide opportunities for you to get involved in the management of our services.

Inclusion

We will:

Provide fair entry to our services and treat you with respect
Make reasonable 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.