Service Standards

We value our customers, both our own residents and those of our client co-ops. Our aim is to give all our customers a quick and easy service whichever way they get in touch with us.  We have a set of service standards which are our promises about what can be expected from us: 

 

We will all work together to: 

  • Make it easy for you to make contact with the right person. 

  • Ensure our communications with you are honest, regular and proactive from start to finish. 

  • Make sure our team have the skills and knowledge to resolve your questions and do this in a knowledgeable, respectful and friendly way. 

  • Work proactively to ensure our co-op clients’ businesses are compliant and their residents safe. 

  • Deliver all our objectives at the right time and keep everyone updated. 

  • If things do go wrong, we’ll do our best to respond quickly and put things right.

If you'd like to comment on our services we'd love to hear from you. Simply drop us an email to homes@coophomes.coop or call us on 020 3166 2608.

 

Roles we play in promoting social, environmental and economic wellbeing & how we will achieve them 

 

SE1: RPs, having taken account of their strategic objectives, the views of tenants, and their presence within the areas where they provide social housing, must:  

  1. a) Identify and communicate to tenants the roles registered providers play in promoting social, environmental and economic wellbeing and how they will achieve them 
  2. b) Co-operate with local partnership arrangements and the strategic housing function of local authorities where they are able to assist them in achieving their objectives

 

Our wider role as a landlord of social housing 

Co-op Homes South are a small organisation, we have one dedicated housing advisor for the 314 homes that we own and manage.  Our homes are geographically spread across London and Reading. 

Given these constraints we aim to achieve the following through partnership working and cooperation: 

Social and economic wellbeing  

  • We provide homes at a relatively affordable rent which allows our residents to get on with their lives and access opportunities knowing they have a secure home.  
  • We maintain our homes to ensure they are affordable to run (93% are EPC C) and help promote good health by being warm and dry.    
  • We recognise and support groups of residents who chose to come together to achieve something collectively for their community. 

Environmental sustainability  

  • We invest in our homes to ensure they are energy efficient with 93% of our homes having an energy rating of EPC C. 
  • We keep abreast of developments in technology to reduce reliance on fossil fuels and will actively work with these technologies where they are affordable for our homes and customers 
  • We actively encourage residents who want to increase the biodiversity on the estates where they live 

Helping local authorities fulfil their strategic housing function 

  • We work with all our local authority partners to house people nominated to us from the housing register