Service standards

The standards

All council and housing association landlords are required to meet the National Standards for housing services. Clapton Park Management Organisation (CPMO) has delegated responsibility to manage Hackney Council homes. Accordingly, CPMO aims to meet these standards in its capacity to improve services and to support the Council’s wider strategy to meet these standards.

The involvement and empowerment standard involves you in decisions about your home, neighbourhood and community, how we deal with and learn from your complaints and customer care

• Keep you up to date about what we are doing and how we are doing it using a variety of methods (the website, newsletters and community events)
• Publicise ways to make a complaint if things go wrong and what to do if you’re unhappy about the outcome of your complaint
• Resolve your complaint within 10 working days on average
• Ensure housing information is clear, free of jargon and easy to understand
• Provide a variety of methods to get involved which are appropriate to the diverse needs of the community

The home standard looks after your home including day to day repairs and the quality of accommodation

• Ensure our staff take a customer focused and proactive approach
• Offer appointments for all work where possible
• Keep our appointments and aim to complete repairs on the first visit whenever possible
• Keep you up to date on our progress if your repair can’t be completed at the first visit
• Carry out necessary works so empty properties can be relet quickly and efficiently

The tenancy standard manages your tenancies including allocating empty homes and collecting rent

• Offer advice on benefits, debt and money management to all tenants
• Work with Hackney Council to ensure vacant properties are clean, tidy and meet the Council’s Letting Standard before new tenants move in
• Explain the relet standard and offer you the chance to view the property before asking you to sign your new Tenancy Agreement when you make a successful bid
• Provide clear and relevant information about rent, service charges and benefit changes
• Continue to signpost our residents to the Council’s range of up to date payment methods (including direct debit, standing orders, internet payments and PayPoint) to make it easier for you to pay your rent on time
• Contact you if you fall into arrears to offer you advice and assistance

The neighbourhood and community standard manages your estate and community including neighbourhood management, local area cooperation and antisocial behaviour

• Encourage and support events, projects and improvements that benefit the neighbourhood and community
• Carry out monthly estate inspections of your block which are well publicised and designed to ensure in and around your block is clean and well maintained
• Work to remove fly tipping within three working days of it being reported to us
• Display the cleaning schedule in your block so you know what should be done and when
• Respond to concerns reported about the standard of cleaning in the blocks within three working days
• Keep you informed on the progress of your antisocial behaviour complaint at least monthly

Monitoring Performance: The value for money standard makes sure that the service we provide is effective and cost efficient

• We will check that we meet these standards by carrying out spot checks & regular inspections; asking for your feedback through interviews or questionnaires; use of a suggestion box and monitoring the complaints we receive.
• We will report our performance against the standards and Key Performance Indicators in our newsletters and our annual report at the Annual General Meeting.