The current housing regulator, the Tenant Services Authority wants to move landlords away from a one-size fits all approach for service standards. As a result the regulator set a deadline of 1 April 2011 for social landlords to agree local service standards with their customers.

What consultation took place?

Housing had a massive 1,704 responses from customers in response to our service standards consultation.

Starting in November 2010 with a Tenant and Leaseholder Open Day we drafted standards for eleven service areas including resident involvement, repairs, rent collection and value for money.

Our customer steering group agreed how to reach more customers and we carried out postal and face to face surveys, drop-in sessions as well as consulting with the staff who will be delivering the standards as they deal with customers daily.

Uniquely the anti-social behaviour service standard was developed with housing association partners for the first time giving all social housing tenants in York access to the same standard of ASB service. 

The final consultation stage was to send a selection of service standards to all 8,000 tenants in our Streets Ahead, our quarterly magazine.

The response has shown that the standards we are setting are the ones our customers want us to deliver.

What are the service standards?

The standards cover 11 service areas:-

1. Anti-social behaviour
2. Customer services
3. Day to day repairs
4. Estate management
5. Gas servicing
6. New homes
7. Planned maintenance
8. Rent collection
9. Resident involvement
10. Tenants choice modernisation scheme
11. Value for money

Each standard includes a performance measure which we'll report back to customers on in our Annual Report to Tenants in October 2011.

A copy of all service standards can be downloaded from this page.