Our commitment to delivering a safe, professional and effi cient service

◆ Allowing us into your home to carry out safety

checks. Remember, gas safety checks are carried out

to protect you and your family. As a tenant, you are

required by law to give us access; if you do not, you

are in danger of losing your home and putting you

and your family at risk.

◆ Keeping to appointment times and notifying us of

any change in circumstances as early as possible.

◆ Remaining � exible when re-arranging appointments.

◆ Being polite to staff and Trust representatives.

◆ Feeding back to us when you have a problem or are

unhappy with the service you have received, so we

can put it right.

helpus by

You can

servicing

Local Service Standards

www.bvt.org.uk Bournville Village Trust, Estate Office, Oak Tree Lane,

Bournville, Birmingham B30 1UB.

Gas

5888

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11

58887_BVT_Gas Servicing_v4.indd 1 05/09/2011 12:31

◆ Carry out an annual Gas Safety check

on all homes that have Trust-installed

appliances and issue you with a Gas

Safety certi� cate.

◆ Visually check gas appliances

installed by you and advise or take

action if necessary.

◆ Provide you with an appointment at

least two weeks before your gas service

is due, and give you the opportunity to

change it if it is not suitable.

◆ Arrive punctually for any appointment

we make with you and tell you if we

are unable to keep the appointment.

If we miss an appointment and do

not tell you, we will pay you £10

compensation.

◆ Complete the work on the � rst visit,

where possible.

◆ Carry out follow-up work within five

working days. If this is not possible, we

will agree a timeframe with you and

keep you informed of progress at least

every ten working days.

◆ Leave your home tidy and free of

rubbish at the end of each working day

and on completion.

◆ Tailor our service for those who are

vulnerable or have specific needs.

◆ Provide backup heating where there is

a total system failure.

◆ Ensure all staff who carry out the

work in your home comply with the

Trust’s ‘Contractors’ Code of Conduct’

(available on the website or supplied

on request).

◆ Give you the opportunity to provide

feedback on the service you were

provided, act on negative feedback,

and inform you of what we learned.

promiseto you

Our

promisewe will

To meet this

We are committed to providing you with a safe, professional and effi cient gas service in compliance with our legal obligations as a landlord.

58887_BVT_Gas Servicing_v4.indd 2 05/09/2011 12:31