Our Code of Conduct

Rykneld Homes has developed a set of Service Standards which explain what level of service you can expect from us. The Service Standard for Repairs and Safety Checks is contained in the Service Standards section of the Tenant's Handbook.

To comply with our Code of Conduct we will:

• Introduce ourselves to you and show proof of identity, which will include a photograph and telephone contact number you can use for confirmation
• Explain the nature and purpose of the repair
• Behave in a courteous and professional manner at all times
• As far as practical, ensure that there are no obstacles created by working operations
• As far as practical, keep secure all materials and equipment used on site to avoid danger to occupants and visitors
• Clear any waste arising as a consequence of the works from the dwelling, including the garden and other areas outside the property
• Take all reasonable syeps to prevent injury to persons and property lawfully at the dwelling
• Comply with health and safety legislation and relevant codes of practice
• Comply with our Equal Opportunities policy.

You can help us to adhere to our Code of Conduct by: 

• keeping to any arrangements we have agreed for access giving access to your home
• asking to see our employees and contractors identification before
• making sure the tradesperson has access to the area in which the repair is to be carried out. This will involve you removing any of your fixtures or fittings, such as shelves and cupboards, satellite dishes and burglar alarms
• taking reasonable care to protect your personal belongings, for example, by lifting and refitting loose laid carpets and moving items of furniture (if you are elderly, or considered vulnerable or disabled and cannot make other arrangements to do this, then help may be given).
• If you do not keep an appointment, the tradesperson will leave a card and we will send a letter asking you to contact us to re-arrange the repair. If we have not heard from you within seven calendar days of your receiving the letter, we will cancel the repair.

Quality Control

We monitor the quality of repairs by satisfaction surveys and by checking a sample of completed work by appointment with you whenever practicable.  We post out a satisfaction survey form with every appointment

confirmation letter. You can help us to improve the service by completing and returning the survey forms and providing access for the quality inspections.

Complaints

If you are unhappy with any aspects of our services please call the contact centre on FREEPHONE 08000 121 621. You can also find more information in the comments, compliments and complaints section of your Tenant's Handbook.