Our commitment to delivering a high quality, fast and effi cient service

◆ Providing as much information as possible when

reporting a repair to help us accurately diagnose

the problem.

◆ 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 sta� 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

Responsive

repairsLocal Service Standards

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

Bournville, Birmingham B30 1UB. 5888

7 01

.08.

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58887_BVT_Responsive_Repairs_Leaflet_v4.indd 1 05/09/2011 12:35

◆ Carry out repairs to ensure your home

is watertight, weatherproof, safe and

secure, and that all � xtures and � ttings

are kept in good working order.

◆ Accommodate requests for all repairs

during normal working hours via

the 0800 free phone number, online,

email, letter or in person.

◆ Provide an emergency service 24 hours

a day, 365 days a year.

◆ Provide you with a mutually-agreed

appointment at least 24 hours before

the work is carried out (excluding

emergency repairs).

◆ Inform you of the timeframe for

completion.

◆ 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.

◆ Ensure all sta� 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 received,

act on feedback, and inform you of

what we learned.

We are committed to providing you with a high quality, fast and effi cient repairs service.

promiseto you

Our

promisewe will

To meet this

58887_BVT_Responsive_Repairs_Leaflet_v4.indd 2 05/09/2011 12:35