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Service Standards

The Standards of Service you can expect from us

We are committed to putting you first by providing you with an excellent, friendly and efficient service.

The standards that we have developed and agreed with our residents and staff. 

We will work hard to achieve these standards and improve our services for you. If you feel we have failed to meet any of these standards, please tell us. 

  • We will take your comments seriously and aim to correct any errors as quickly as possible.
  • We will tell you what we have done and do our best to make sure the problems do not happen again in the future.
  • We will monitor how we are delivering these service standards and tell you how we are performing.

Our promise

We want to deliver a high quality service.

We promise to:

  • Make our Services accessible.
  • Deliver them in a responsive, reliable and respectful manner.
  • Make sure we meet your needs.
  • Treat you fairly.
  • Continually improve services by checking what and how we do and listening and learning from your experience.

Equality & Diversity

Our commitment 

We value all our customers and you can expect fair treatment from all our staff regardless of:

  • age  
  • disability 
  • gender reassignment
  • marriage and civil partnership
  • pregnancy and maternity
  • race
  • religion or belief
  • sex
  • sexual orientation 


(as set out in the Equality Act 2010)

  • We will not tolerate discrimination of any kind.
  • We actively encourage you to report any incident to us.
  • Our offices have wheelchair access and disabled parking facilities.
  • We will use plain language in all our letters and leaflets.
  • All our information is available bilingually and a Welsh speaker is always available to deal with your enquiry.
  • If you write to us in Welsh, we will reply in Welsh.
  • We will provide information in alternative formats (for example - large print, braille and audio) and other languages on request.
  • We will take into account the needs of all the diverse groups of people we serve, by gathering profiling information and tailoring services to meet individual needs.
  • Interpretation and translation services can be provided for those whose first language is not English or Welsh. 

Customer Care

Help and Information  

  • All complaints will be acknowledged within 5 working days and provided with a full written response within 20 working days.
  • We provide a wide range of information and are committed to being open about the information we hold.
  • On request, you can access information we hold about you.
  • Our staff are trained to deal with your housing and maintenance enquiries.
  • We aim to answer all telephone calls within 5 rings.
  • We will acknowledge letters and e mails within 5 working days and provide a full written response within 20 working days.
  • We aim to keep appointments, if we cannot do so we will keep you informed.
  • We will provide a private interview room on request.
  • We will not disclose your details to third parties without your consent.

Courtesy and Fairness

  • Our staff will be courteous and friendly whenever they speak to you.
  • Our staff will give their name when answering the telephone.
  • We will treat your enquiry in strict confidence.
  • We will treat you fairly and impartially.
  • We aim to provide the same high standard of service to all residents.

Quality of Services 

  • Our Service Standards will be reviewed with customer involvement.
  • We will monitor the standard of our services and compare them to other service providers.
  • We will consult widely through surveys to ensure our services meet your requirements.
  • We will demonstrate our commitment to delivering quality services through Investors in People Standards.

Your responsibilities 

  • Be polite and courteous when speaking to our staff.
  • Foul and abusive language and Anti Social Behaviour will not be tolerated. It is unfair to staff and other customers. Staff will terminate the call, or you may be asked to leave, if bad language continues.
  • Read the information we send you and provide information we request. This will help us to deliver services more efficiently.
  • Keep us informed of any changes of circumstances, for example who is living in the household and contact numbers.
  • Keep appointments we make with you or tell us in advance of any changes. Please be patient. We aim to keep waiting times to a minimum.  

Resident Involvement

We will:

  • Consult residents on issues which affect their homes and the wider community on the service we provide.
  • Explore options, other than formal resident groups, to ensure that as many residents as possible are given the opportunity to get involved at whatever level suits them.
  • Support residents who want to form Residents’ Groups.
  • Maximise training opportunities for residents and facilitate joint training with staff and Board Members where appropriate.
  • Obtain feedback from residents, both as groups and as individuals.
  • Support the Residents’ Forum through the reimbursement of out of pocket expenses.   
  • Actively encourage residents to join the Forum and to participate regularly.
  • Promote future events and meetings through various means.  

Moving In 

  • Provide you with housing advice and inform you of your housing options.
  • Where appropriate, put you in touch with specialist housing advice agencies who can help (e.g. Shelter Cymru etc.).
  • Provide you with information about other social landlords in the area who offer housing and give you details of how to contact them.
  • We will ensure that all empty properties and gardens are cleared of any rubbish, debris or furniture that has been left and brought back to a manageable condition.
  • We will ensure that, as a minimum, all health and safety repairs are carried out to our properties before they are let.
  • All workmanship to our properties will be of a high standard. 
  • If you feel that this standard has not been met, we will investigate in full.
  • Where there are non essential repairs to be carried out to the property, we will tell you about these before you move into the property.
  • If you have been offered a property and want to know when the keys will be available for you to view the property, we will give you an estimated date.
  • Where properties are in a poor state of decoration, we will offer you help with decorating materials.
  • When you are offered a property, we will accompany you to view it.


Moving Out

  •  If you decide to leave one of our properties, we will give you advice about:

-  Giving us the right length of notice to end your tenancy

-  Leaving the property clean and tidy

-  Outstanding rent and service charges

-  Handing in the keys

  • If you have damaged the property, you will be charged for the cost of repairing the damage.
  • If you leave rubbish, debris or furniture, you will be charged for the cost of removing it.
  • We will ensure that properties are safe and secure while empty.  

Anti-Social Behaviour

Your tenancy agreement says that you must not cause annoyance, disturbance or be a nuisance to people living, working or visiting in the locality of your home.

How we can help

  • We will record all complaints of anti-social behaviour.
  • We will acknowledge within 5 working days of receiving your complaint.
  • We will begin to investigate your complaint in line with the published Anti-Social Behaviour Policy.
  • This may be done by telephone for less serious complaints.
  • We will discuss the situation and advise what can and cannot be done.
  • We will arrange any support needed.
  • You may be asked to keep a detailed diary of events.
  • We will work with you to try to resolve your problem.
  • We will keep you informed of the progress and outcome of your complaint.

Our commitment to you

  • To attempt to resolve any disputes between neighbours.
  • To consider legal action against any person who continues to behave in an anti social manner.
  • To support witnesses by all possible means.
  • To work with the police in dealing with anti-social behaviour.
  • To work with residents to make your neighbourhood a good place to live. 


Hate Crime 

Hate Crime not only includes physical attacks on persons and damage to property, but also verbal abuse and other behaviour which deprives  people of the peaceful enjoyment of their homes.

What we can do to help

  • We will treat any complaint of hate crime as a serious complaint and a Housing Officer will speak to you on the same day you make your complaint.
  • We will remove any offensive graffiti and repair any damage to your property within 1 working day.
  • We will take action against those who are committing hate crime. This could include:

-  Injunction proceedings.

-  Possession proceedings.

-  Working in partnership with Police to pursue criminal action.

-  Working with the Community Safety Partnership.

  • We will liaise with all appropriate partners to ensure that those experiencing hate crime receive appropriate support and that those who commit hate crime are dealt with quickly and effectively.
  • Where you are the victim of serious hate crime and would like to move, we will assist you wherever possible.


Domestic Violence

We will:

  • Offer same sex staff to give advice and conduct interviews.
  • Visit you to discuss matters in the privacy of your own home if you wish.
  • Provide support from our staff to enable you to consider your options.
  • Put you in touch with other organisations where appropriate. 



When you report a repair we will: 

  • Arrange an appointment wherever possible. However, we may inspect external repair requests without you being present. Please tell us if you are unable to keep the appointment.
  • If your repair is complex or you require advice of a technical nature we will arrange an appointment for a Technical Services Officer to visit your home.
  • Provide you with a target date for when the work will be finished.
  • Advise you if you are responsible for the repair or the cost of the repair.
  • Make an appointment to undertake Safety Checks/Services.


When we visit you to carry out repairs to your home we will: 

  • Contact you if we have to cancel your repair or inspection explaining why we have done so.
  • Provide proof of identity before entering your home.
  • Take care of your property and belongings and protect them from damage.
  • Leave the property clean and tidy.
  • Make sure materials and tools do not present a hazard or cause danger.
  • Warn you of any likely noise or disturbance we will make and keep it to a minimum.
  • Identify any additional repairs needed when we visit.
  • Ensure the work is carried out to a high standard.
  • Keep you informed about how the work is progressing.
  • Leave a calling card if you are not in, providing the relevant contact telephone numbers.
  • Reimburse exceptional costs such as electricity or water on a case by case basis. 



When we carry out improvements to your home, you can expect Bro Myrddin Housing Association and our Construction Partners to:

  • When replacing major components, give residents a choice in the style of the replacement where possible.
  • Provide you with daytime and out of hours telephone numbers.
  • Provide proof of identity before entering your home.
  • Ensure you are kept warm and comfortable throughout the duration of the works.
  • Assist you in lifting carpets/floor covering and moving furniture, if you are unable to do so.
  • Ensure the work is carried out to a high standard.
  • Always use materials of a good quality and manufactured to the relevant British or European Standard.
  • Carry out all the work whilst you remain in occupation. 
  • Where this is not possible, we will provide you with alternative temporary accommodation until the work is completed.
  • Provide temporary heating to main rooms if necessary.
  • Pay particular regard to people with specific needs.
  • Leave the property clean and tidy.
  • Carry out regular surveys to monitor the quality of service.
  • Give you as much notice as possible of our intention to carry out work to your home and advise you of a target completion date.

How can you help us?

  • If you feel the workmanship in your home is unsatisfactory, please contact a representative of Bro Myrddin Housing Association as a matter of urgency.
  • Please advise us if you have not been dealt with in a courteous manner.
  • Keep appointments that we make with you or notify us if you cannot do so. 

Estate Management


We will:

  • Address any issues relating to your neighbourhood which are identified by or brought to the attention of our staff.
  • Report any issues to the appropriate agency including Carmarthenshire County Council, resident representatives, Dyfed Powys Police and other partners.
  • Begin an investigation into comments or complaints about your estate within 5 working days of you contacting us.
  • Investigate any breach of the tenancy agreement and take appropriate action.
  • Remove any offensive graffiti within 1 working day to improve the appearance of your area.
  • Ensure that our Housing and Maintenance Teams visit sites regularly.
  • Visit you to discuss matters in the privacy of your own home if you wish.
  • Consult with you about improvements to your area.
  • Consult with you about how our estate management services are provided.
  • Work with Carmarthenshire County Council to ensure that abandoned vehicles are removed as quickly as possible.
  • Provide information on local pest control services for the treatment of pests such as rats, mice and wasps.
  • We will monitor the contractors who carry out the cleaning of buildings, window cleaning, servicing and monitoring of fire equipment, and grounds maintenance to ensure that they provide the service we expect. 

Tenancy Management


We will: 

  • Issue all new residents with a Handbook and a Tenancy Agreement.
  • Arrange a follow-up visit to all new residents within 8 weeks of tenancy commencement.
  • Consult with you about any changes to your Tenancy Agreement or the service you receive from us.
  • Respond within 1 working day to abandoned properties.
  • Investigate all breaches of the Tenancy Agreement.
  • Consider all applications to make alterations and improvements to your home and we will reply with a decision within 20 working days.
  • Reply with a decision within 30 working days if you apply for a mutual exchange (i.e. Swap Homes) with another resident.
  • Provide you with a decision within 30 working days if you apply to take over a tenancy.
  • Investigate all cases of illegal occupation and take appropriate action.
  • Give you help and impartial advice if you become involved in a dispute with a neighbour. 



We will: 

  • Provide you with a rent statement on a quarterly basis, providing details of the rent you have paid, any other payments to your  account (including Housing Benefit) and the balance of your account.
  • Provide you with a statement of your rent account on request.
  • Respond to enquiries or complaints concerning rent accounts within 5 working days.
  • Ensure rent accounts are managed efficiently and ensure that appropriate action is taken.
  • Provide easy to understand information on what will happen if your account is in arrears and where to get help.
  • Give you advice to help you sort out any arrears.
  • Provide a variety of ways to pay and give you information on how to pay your rent.
  • Make contact with you to discuss your account before any Court action is taken.
  • Refer you to more specialist debt or welfare benefit advice to help you to maximise your income (for example Shelter Cymru or the Citizens’ Advice Bureau).
  • Agree reasonable repayment plans with you to enable you to repay your arrears.
  • Provide you with information on Housing Benefit/Universal Credit and assist you to make a claim. 


Housing Related Support


Community Alarms

  • If you do not currently have access, we will assist you to access a community alarm.
  • Our alarm monitoring service provides a 24 hour monitoring and response service and is fitted with the most up to date equipment necessary to ensure that all calls from customers are received and handled as quickly as possible.
  • Where an equipment fault is reported to our alarm maintenance provider, they will respond to investigate the problem within 24 hours.


General Support

  • Our service will be responsive to your changing needs.
  • We will work in partnership with Social Services, Local Health Board, Health Services and the Voluntary Sector to help provide efficient services for our residents in their own homes.
  • We will work with the Supporting People partnership in Carmarthenshire and Pembrokeshire, which provides the funding for housing related support services.
  • We aim to promote the dignity, independence, security, 
  • confidentiality, choices, rights, privacy, equal opportunities and well being of our customers.
  • We will respond to requests from residents for small scale adaptations to properties, such as grab rails and handles, extra stair rails and half steps within 20 working days.
  • If you have a more severe mobility problem, we will direct you to the Occupational Therapist section of Social Services to arrange for a full assessment.