Service standards

What you can expect from Cheltenham Borough Council housing services

This guide explains what you can expect from Cheltenham Borough Council’s housing services. Our aim is to provide reliable, fair, and high-quality services that keep your home and neighbourhood safe, clean, and comfortable.

Planned Maintenance

Planned maintenance involves structured planning of replacement components in our homes. We consider the expected life of each component, and the replacement costs. This information helps us to determine the long-term investment needs for our homes and informs our Business Plan. It also forms the basis of our Planned Maintenance Delivery plans/programmes.

Planned maintenance involves work identified through our Asset Management System. Typical works include the replacement of:

Bathrooms
External doors
Kitchens
Roofing
Windows
Electrical heating systems
Boilers
Door entry systems
Fire prevention remedial works
External works
Energy efficiency work

Our standards

We will adhere to the council’s customer service standards
We will keep accurate data on our homes
We will promote a strong culture of safety and compliance
We will deliver high quality and timely investment for our homes
We will ensure all homes comply with the Decent Homes Standard wherever feasible
We will maintain a strategic view of how our homes are performing
We will support efforts to reduce carbon emissions

What you can expect from us

Before the work starts we will send a letter detailing the following:
- Outline of the works intended
- Indication of the amount of time the work will take
- Point of contact
- Contractor appointed (where appropriate) and their contact details
- Approximate timescales for when the work will start

If a survey is required this will be scheduled after the initial letter
Works will commence as soon as possible after the survey
When organising planned work, we will offer an appointment slot to suit you, wherever possible

We will make two attempts to contact you and arrange access for any necessary surveys or checks:
- If the work involves Decent Homes standards or energy efficiency upgrades, a tenancy management officer will make a third attempt
- If we are still unable to gain access after these attempts, your home may be removed from the programme and you may not receive the improvement to your home, unless the work directly affects Decent Homes or retrofit requirements

Where necessary, to finalise detailed arrangements before work starts in your home, either CBC or the contractor will carry out a pre-start visit to:
- Confirm that you understand how the work will be conducted and what, if any, preparations you will need to make before work commences. For example lifting or protecting flooring
- Discuss and provide advice on any issues or problems. For example depending on the time of year, or if there are elderly or young children or anyone with any medical equipment
- Record the condition of relevant furnishings and fittings before work starts in case there is a need to assess whether any damage has been caused because of the work

Once we are ready to carry out planned or retrofit works, we will again make two attempts to gain access. If access is still not granted, a tenancy management officer will make a final attempt, since materials may have already been ordered or manufactured for your home. If we can’t access your home after these three attempts, your home may be removed from the programme and you may be charged for any wasted materials
We will regularly inspect the work on site and monitor progress, collaborating closely with the contractor. You will be kept updated on progress and any changes to the schedule, helping to maintain trust and transparency. If you have any questions or concerns during the work, timely communication will allow us to address them quickly, making the process smoother

We record the support needs of our customers and will use this information when planning work, contacting customers and working in a customer’s home. We will:
- Ask customers what support or adjustments are needed, recognising that this will vary depending on the nature of the work being undertaken
- Provide the support or adjustment requested in all cases where it is practical and reasonable to do so, in line with the Equalities Act
- Ensure that colleagues at all levels understand the scope of the service, our standards and repairing responsibilities
- Ensure a consistent approach to dealing with vulnerable customers with our contractors so that they can sensibly and sensitively prioritise work

After the works, a final inspection will be conducted to make sure all work is completed and meets our quality standards. During this inspection, we will identify and ensure any minor issues or defects are fixed. We will review the works completed and make sure you know how to use any newly installed equipment and have received the relevant manuals or user guides
We will update our Asset Management System with details of the recent work and share future servicing needs, such as for boiler or electrical heating replacements, with the relevant departments to include them in the cyclical maintenance programmes

Works that require consultation under Section 20 with Leaseholders: (to expand)
- Customers will receive an initial letter outlining the works intended and S20/planning notice

What we ask from you

Make sure you keep the appointments booked or, if you need to change it, to let us know well in advance
Be considerate and respectful to Cheltenham Borough Council colleagues and contractors
Not to smoke whilst our colleagues or contractors are working in your home
Clear areas of belongings before any work starts
Give our colleagues and contractors access to the work area
Keep any children and pets away whilst work is being conducted
Make sure there is an adult present throughout the duration of the work
Notify us of any vulnerable residents living in the home and if adjustments to working times or practices need to be made
Raise any concerns about the quality of the work being undertaken or if you have any concerns about the contractor that is carrying it out, to the council as soon as possible

ASB Team (Anti-Social Behaviour)

Our standards

When receiving an ASB report, we will contact the tenant within 1 working day for urgent matters relating to hate incidents, domestic abuse, or serious violence
We will respond to other reports of anti-social behaviour within 5 working days
We will agree next steps with you and keep you informed throughout the process
We will work closely with police and community partners to resolve serious cases
All reports are treated confidentially, and your safety is our top priority
We will ask for your feedback once your case is closed to help improve our service

What we ask from you

Give us as much detail as possible when reporting an issue. You can find out how to report an issue here: Report an ASB issue – Cheltenham Borough Council Housing Services
Allow us to contact or visit you when we need to investigate
Treat staff and neighbours respectfully at all times

Responsive Repairs

Our standards

You can report repairs online, by phone, through the portal, or in person
Emergency repairs (where there is immediate danger or risk to health) will be attended within 24 hours
Urgent repairs will be completed within 5 working days
Routine repairs will be completed within 20 working days
We will keep you updated if a delay occurs or further visits are needed
Our staff and contractors will show ID, work safely, and leave your home tidy

What we ask from you

Report repairs as soon as you notice them by calling 0800 408 0000 (including out of hours). Visit our repairs pay for more information: Repairs – Cheltenham Borough Council Housing Services
Provide access to your home at the agreed time
Let us know if circumstances change or if the problem gets worse

Damp, Mould and Condensation

Our standards

We will contact you within 48 hours of reporting any damp, mould, or condensation issues
An inspection or treatment will be arranged to identify the cause
If it is our responsibility, we will carry out any necessary repair work as quickly as possible
If it is due to lifestyle factors (such as ventilation), we will offer practical advice to help you manage it
We will check back with you after repairs to make sure the issue is resolved

What we ask from you

Report any signs of damp or mould as soon as you notice them via your My CBH account or by calling 0800 408 0000
Allow access for inspections and repairs
Follow advice given about ventilation and heating where possible

Customer Services

Our standards

You can contact us via phone 0800 408 0000, email Housing@cheltenham.gov.uk, or your
My CBH account
You can also use the online contact form on our contact us page
We aim to answer 90% of calls within 60 seconds
We will always treat you with respect and courtesy
Urgent calls and messages will be responded to within 2 working days, and standard calls within 10 working days
Emails will be acknowledged within 2 working days and answered within 10 working days
We will use clear and simple language in all communications

What we ask from you

Be polite and respectful when dealing with our staff
Provide accurate information when you contact us
Let us know if you have communication or accessibility needs

Cleaning and Grounds Maintenance

Our standards

Communal areas and estates will be cleaned and maintained on a regular schedule
We will publish when cleaning and grounds maintenance visits are due
If you report a missed cleaning or maintenance issue, we will act within 5 working days
Our teams will wear uniforms and ID, and work safely and respectfully around your home
We carry out spot inspections on work completed using an agreed checklist
We carry out annual estate inspections and welcome your feedback

What we ask from you

Use communal areas responsibly and keep them free of rubbish or obstructions
Report cleaning or maintenance issues promptly by calling 0800 408 0000
Provide feedback on your local estate services

Complaints

Our standards

You can make a complaint online, by email, phone, post, or in person
You will always be treated with dignity and respect, and your complaint will not affect the way we provide services
We will acknowledge your complaint within 5 working days
Stage 1 response: We will investigate and provide a full written response within 10 working days. If more time is needed, we will let you know and give a new date
Stage 2 (review): If you’re not satisfied, you can request a review. A senior manager not involved previously will respond within 20 working days
Stage 2 extended time: If more time is needed, we will explain why and provide a new date
We will share learning from complaints via our website and newsletters
If you remain unhappy after Stage 2, you can contact the Housing Ombudsman Service for an independent review at any stage of the process

What you can expect from us

We will listen carefully and take your complaint seriously
We will be open and transparent about what went wrong and how we’re putting it right
We will explain what actions we’re taking and when
We will keep you updated throughout the process
We will apologise when we get things wrong and use complaints to improve services

What we ask from you

Give us as much detail as possible when making your complaint. Complaints, compliments and comments – Cheltenham Borough Council Housing Services
Tell us what outcome you would like (for example an explanation, apology, or action)
Work with us to resolve the issue, be open and respectful
Let us know if your circumstances change during the investigation

If you’re still unhappy

You can contact the Housing Ombudsman service using their online form:

Housing Ombudsman online complaint form

Alternatively you can call the ombudsman on 0300 111 3000 and they will help you over the phone or discuss other ways you can contact them.

Visit the Housing Ombudsman website for more information.

You can also find our full complaints policy and details on how we meet the Housing Ombudsman’s Complaint Handling Code on our website: Complaints, compliments and comments – Cheltenham Borough Council Housing Services

Tenancy Management