London District Standards

LDHA Standards

We are a resident led organisation delivering prompt responses to any issues raised. London District Housing Association is staffed by highly trained and motivated professionals who address any issues raised by residents in a prompt manner, achieving the best possible resolution. Resident satisfaction is a priority of London District Housing Association.

Introduction

We are committed to providing you with consistently high quality service. This booklet gives you information on the level of service you can expect from us.

We will involve our residents in developing these standards.

We will measure what we do against these standards and targets using various methods including surveys and quality checks.

We will update you in a number of ways including emails, letters, telephone calls and texts.

If you do not think we are meeting our standards, please let us know. We use your feedback to help improve our service. You can tell us what you think by writing to us at:

enquiries@londondha.com

or

314 Regents Park Road
Finchley
London
N3 2JX

Customer Care Service Standards

Phone

The main phone number for housing enquiries is 020 7940 7294. This number is available from 9am to 6pm.

The main number for repairs enquiries is 07918 697800. This number is available 24 hours a day.

We aim to answer 80% of calls within 45 seconds.

When you contact us we will:

  • Be polite
  • Always introduce ourselves by stating the name of the Housing Association and the officer’s name and
  • If we have to transfer your call, we will explain your enquiry to the person we are transferring you to.

Letters and Email

If you want to send us an email, please contact us at enquiries@londondha.com

If you want to write to us, please send your letter to:

Name of contact
30b Wilds Rents
London
SE1 4QG

We will:

  • Try to answer your letter or email within ten working days
  • Use clear and plain English at all times; and
  • Provide a contact name and a phone number on our correspondence.

Visiting you

If you cannot visit our reception, we can arrange to visit you. If we visit you we will:

  • tell you in advance of the time and date of our visit;
  • arrive at your property on time
  • listen to you and give you advice or options on how to deal with your query; and
  • aim to make information available that meets your needs.

Your tenancy

We will:

  • give you a phone number for queries about your tenancy;
  • give you the name of the housing officer managing your property
  • monitor your tenancy and advise you of any problems including any rent you may owe
  • tell you how we are performing against our targets.

We will provide information:

  • online at www.londondha.com
  • by post with your rent statement
  • in leaflets in our reception area.

Tenant Handbook

View the Tenant Handbook.

View our policies