We’ll make sure you get great customer experiences as well as a quality, well maintained, safe and well managed home.

We’ll:

  • Complete emergency repairs and Category 1 HHSRS hazards in homes within 24 hours.
  • Complete non emergency repairs within 28 days.
  • Complete an annual gas safety check on all homes with a gas supply.
  • Complete an electrical safety inspection on all homes every five years.
  • Have clear approaches in place for fire safety and give you the information you need to stay safe and complete an annual reassurance visit to everyone who lives in a high rise apartment.
  • Start to investigate complaints of antisocial behaviour (ASB) within seven working days and those with identified risk within three working days.
  • Start to investigate complaints about domestic abuse and hate behaviour within one working day.
  • Investigate and make safe emergency damp, mould and condensation (DMC) hazards within 24 hours.
  • Investigate all significant DMC hazards within 10 working days.
  • Make safe significant DMC hazards within five working days of an investigation concluding.
  • Complete minor adaptations within 86 days of a referral being received and approved.
  • Carry out communal cleaning visits to high rise blocks, low rise blocks and independent living schemes.
  • Make sure all homes meet the Decent Homes Standard and complete a stock condition survey every five years.
  • Make sure that when we provide you with a home it is clean, safe and ready for you to move into and get feedback on your new home.
  • Work towards all homes having an energy efficiency rating of EPC Band C or above.

How will we know we’ve been successful?

We use Tenant Satisfaction Measures (TSMs), which were introduced by the Regulator of Social Housing (RSH), to tell us how well we’re doing for customers. Our performance can be viewed here but customers told us the key measure to use for this promise was:

  • How satisfied or dissatisfied you are overall with service provided by Vico Homes.
  • Vico Homes provides a home that is safe.
  • Vico Homes provides a home that is well maintained.
83%

of customers are satisfied with the service we provide.

86%

of customers are satisfied with the safety of their home.

80%

of customers are satisfied they live in a well maintained home.