Council housing service standards

Our service standards set out the levels of service our tenants and leaseholders can expect from us across services such as repairs, safety, lettings and complaints.

How we'll monitor our service standards 

We will:

• ask you how satisfied you are with how we listen and act on your views
• review cases where dissatisfaction is expressed to identify learning opportunities
• track our targets, Tenant Satisfaction Measures regularly
• gather input through forums, newsletters, and digital platforms to shape service improvements
• review complaints, comments and compliments to identify trends and areas for development
• monitor what's working and what's not, so we can keep improving
• where appropriate, undertake quality assurance reviews of works completed, cases or complaints and feedback to staff or contractors

We'll update our service standards when:

• we review our objectives, targets or service delivery plans.
• we update our policies, procedures, or review our services.
• your feedback is telling us we need to review our service 

The allocations and lettings service standard tells you what service to expect from us when you're moving into your council home.

What we'll do

We will:

• allocate homes according to the HomeChoice Bristol scheme
• carry out a pre-tenancy check to understand any support you might need to help you stay in your home
• complete any major repairs or safety-related refurbishment before you move in

Standards for letting homes

We will:

• make sure the home is clean
• remove any rubbish, furniture, and tidy the garden
• check the property is safe and meets health and safety standards

During the viewing

We will:

• show you around the home and garden
• point out key utilities like the water stop tap, gas valve, and fuse board
• talk to you about any decoration allowance and how much it might be
• let you know about any outstanding repairs

Keeping you informed and involved

We will:

• contact you using your preferred method and confirm your offer in writing
• give you the name and mobile number of your Lettings Officer
• provide a Tenant Handbook explaining how to report repairs, pay rent, and contact us in emergencies
• point you to services that can help you settle in
• visit you within 4 to 6 weeks of your tenancy starting to check how you're getting on

Working together

We ask residents to:

• pay four weeks' rent in advance
• provide ID before your viewing and sign-up appointment
• keep your contact details up to date
• tell us about any changes to your household
• report any repairs or problems as soon as you notice them

The Anti-Social Behaviour (ASB) service standard sets out how Bristol City Council's Housing Management and Estates team delivers its Anti-Social Behaviour (ASB) service.

What our service will cover

Our ASB service covers a range of behaviours that cause alarm, harassment and distress; nuisance or annoyance; detrimental effect to individuals or the wider community.

These include:

• personal ASB; behaviour aimed at individuals, such as harassment, hate incidents, domestic abuse, threats, and intimidation
• nuisance ASB; issues affecting the community, like ongoing noise, loitering, drug use, misuse of shared spaces, and gang activity
• environmental ASB; problems affecting the area, such as graffiti, fly-tipping, vandalism, dog fouling, and abandoned vehicles

What we'll do

We will:

• listen to your report and understand how the behaviour affects you
• investigate fairly, gathering evidence from everyone involved
• try informal solutions first, but take stronger action if needed, including legal steps
• support victims, witnesses, and those involved, keeping their safety and wellbeing at the heart of what we do
• make decisions based on each individual case
• work with the Police, Social Care, Health Services, and community groups to find joined-up solutions

In line with our policy and standard operating procedures, we will:

• acknowledge emergency ASB reports within 1 working day, and non-urgent ones within 10 working days
• complete a Risk Assessment and agree an Action Plan with you within the same timeframes
• only close a case when the ASB has stopped, reduced significantly, or all reasonable actions have been taken
• let you know your right to request a review of the case closure

Keeping you involved and informed

We will:

• agree your preferred way to stay in touch (such as phone, email, letter) and how often
• send written confirmation within 3 working days of your report, explaining next steps and timelines
• keep you updated regularly on what's being done
• hold review meetings to share progress and agree actions
• notify you in writing when the case is closed, including the reasons and any follow-up support

Working together

We ask residents to:

• report ASB as soon as possible, with clear details (who, what, when, where, why, and how it affected you)
• cooperate with investigations, including attending meetings or giving statements if needed
• engage with support services or mediation, especially if there are deeper issues behind the behaviour
• treat our staff and contractors with respect at all times

Estates and Sites (Caretaking) services are responsible for cleaning and site management in and around communal areas of high and low-rise buildings.

What we'll do

We will:

• keep shared areas clean, including bin rooms and nearby spaces
• manage recycling and rubbish areas, rotate bins, and report fly-tipping
• respond within a working day to urgent cleaning issues and hazardous waste
• carry out daily health and safety checks and monthly dry riser inspections
• report any building safety concerns and keep an eye on the outside of buildings and cladding
• do site inspections with residents and share cleanliness standards
• look after community rooms and shared laundries, making sure they're used fairly
• warn residents if laundry facilities are misused and report any misconduct
• remove graffiti, prioritising offensive content within 24 hours
• report communal repairs and monitor car parks for unauthorised or abandoned vehicles
• work with teams across tenancy management, ASB, leasehold, pest control, waste services, and parks
• help contractors, colleagues, and emergency services access buildings when needed

Keeping you involved and informed

We will:

• respond to service requests and keep you updated on progress and expected timeframes
• offer daily drop-in sessions where you can speak to the team in person about any concerns or requests

Working together

To help maintain a safe and pleasant environment, we ask residents to:

• dispose of rubbish properly and keep shared areas tidy
• keep fire exits and walkways clear
• report vandalism, damage, or anti-social behavior
• respect shared spaces and neighbours' right to a clean and safe environment

The complaints service standard aims to explain what you can expect from us if you make a complaint. 

We aim to deliver an excellent service to all our residents, but we know that sometimes things go wrong and that you might not always be satisfied with our services.

What a complaint is

We define a complaint as:

‘An expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the landlord, its own staff, or those acting on its behalf, affecting a resident or group of residents.'

What we'll do  

We will:

• welcome your complaint and treat it fairly
• put things right when we've made a mistake
• learn from what went wrong to improve our services
• be honest and clear about what we can do to resolve the issue
• aim to sort out your complaint as quickly as possible once we receive it

Keeping you involved and informed

Stage 1

You'll get a written acknowledgement within 5 working days.

This will include:

• a summary of your complaint
• the name of the person handling it
• an outline of the complaints process

Within 10 working days of acknowledging your complaint:

• the complaint handler will contact you, investigate, and decide what action to take
• you'll be told how to escalate to Stage 2 if you're not satisfied
• our response will explain what to do next if you're still unhappy

We may work with other teams to help resolve your complaint.

Stage 2

You'll get a written acknowledgement within 5 working days, including:

• a summary of your complaint
• the name of the complaint handler
• details of the complaints process

We will:

• review how Stage 1 was handled
• investigate any new points raised
• work with other teams if needed
• send you a final written response within 20 working days

We'll also tell you how to escalate your complaint to the:

• Housing Ombudsman
• Local Government and Social Care Ombudsman
• Building Safety Regulator

Working together

We ask residents to:

• tell us what outcome or solution you're hoping for
• share any information or evidence that will help us investigate
• be open to different ways of resolving the issue
• give us as much detail as possible, including dates and times where relevant
• let us know if you need extra support so we can respond in the best way for you
• treat our staff and contractors with respect

If you want to escalate your complaint, explain why and what further action you'd like us to take.

We will:

• call you to discuss your complaint at all stages of the complaint process
• contact you using your preferred method (such as phone, email, letter)
• send written requests if we need more time and provide final responses at each stage

The Home Ownership service standard explains the level of service you should expect from us if you're a leaseholder, Right to Buy (RTB) applicant, or shared owner.

What we'll do  

Right to Buy enquiries

We will:

• give advice on who is eligible to apply for Right to Buy
• manage the full process, from application and property valuation to legal completion
• make sure all RTB transactions are completed within the legal timeframes
• keep you updated at every stage of your application

Home Ownership enquiries

We will:

• send clear and timely service charge notices, with a full breakdown of costs
• consult with leaseholders before starting major or planned works
• handle leasehold sales and respond to solicitor enquiries
• support leaseholders with lease extensions and collective enfranchisement
• provide advice on general leasehold questions

Shared Ownership

We will:

• promote new shared ownership homes
• advise on who can apply and how staircasing works (buying more shares in your home)
• coordinate resale processes with housing associations

Keeping you involved and informed

We will respond to:

• general enquiries within 15 working days
• Right to Buy applications within the timeframes set out in law
• leasehold queries within 10 working days, and let you know if we need more time for complex cases

The Rent and Income Management service standard sets out how we support residents to successfully manage their rent accounts.

What we'll do

We will:

• send you regular rent statements so you can keep track of your payments
• let you know in writing about any changes to your rent or service charges each year
• offer a wide range of payment options, including 24/7 methods
• contact you within 3 to 5 working days if a direct debit fails

If you're due a refund or credit we'll process it within:

• 10 working days if it's by bank transfer
• one month if it's by cheque

Support we offer

We will:

• check rent accounts regularly to spot any issues early and offer help
• work with you to agree a repayment plan if you fall behind
• signpost you to support services, including our Welfare Rights and Money Advice team and local charities
• contact you within two weeks of moving in to help set up your rent account and explain your responsibilities

Keeping you informed and involved

We will:

• respond to callback requests within 5 working days
• offer face-to-face appointments at the Citizen Service Point, Monday to Friday, 9am to 4.30pm
• carry out home visits if needed to offer support and help prevent eviction

Working together

We ask residents to:

• let us know if you're struggling to make a rent payment
• make regular payments to cover your rent and service charges
• engage with support services or agencies that can help you manage your tenancy
• treat our staff and contractors with respect at all times

Our ‘in house' and contracts teams are responsible for delivering a high-quality repairs and maintenance service, including out of hours emergencies.

What we'll do

We will:

• carry out repairs to make sure your home meets health and safety standards
• complete inspections and repairs promptly
• support proactive maintenance in line with our Asset Management Strategy
• invest in our staff so they have the right knowledge, skills, and tools to help you with your repair
• maintain shared areas in both high-rise and low-rise blocks

When we carry out a repair to your home, we will:

• respond to emergency repairs within 24 hours to make sure your home is safe
• complete urgent repairs within 7 working days, such as leaking pipes or roofs
• respond to non-urgent repairs such as dripping taps or minor cracks, within 35 days 
• book appointments for non-urgent and improvement works as quickly as possible
• introduce ourselves, wear a uniform and appropriate PPE, and show ID before entering
• make sure your home meets health and safety standards

Health and safety standards

We're responsible for making sure your property meets health and safety standards. 

This includes making repairs to:

• the inside and outside of your home
• roofs, drains, and gutters
• burst water pipes
• external doors and windows
• steps and access ramps
• floors and ceilings
• water heaters, boilers, radiators, and fires (if fitted by the council)
• water, gas, electricity, and sanitation systems; including sinks, toilets, baths, showers, and waste pipes (if fitted by the council)
• paint exterior woodwork and metalwork (excluding gates, fences, and outbuildings)

Communal areas

We're also responsible for maintaining communal areas, including:

• rubbish chutes and bins
• communal lighting
• shared laundries
• communal TV aerials
• lifts

Keeping you informed and involved

We will:

• make it easy to report a repair, book or cancel appointments 24/7 online or by phone
• offer morning or afternoon appointment slots
• send a text to confirm your appointment and a reminder the night before
• notify you when we're on our way
• let you know if we need to reschedule and offer the next available slot
• make sure our services are accessible to everyone, including those needing extra support
• give advice and guidance on how to look after your home

Working together

We ask residents to:

• report repairs promptly 
• let us know if you need specific access arrangements or reasonable adjustments
• allow us access to your home so we can carry out the work
• inform us if you need to change your appointment
• treat our staff and contractors with respect

Resident engagement enables residents and leaseholders to give feedback, influence and monitor how housing services are delivered.

What we'll do

We will:

• treat all residents and future residents with fairness and respect
• make sure everyone has the chance to get involved, reflecting the diversity of our communities
• create inclusive opportunities for engagement, both online and in person
• give you clear and accessible ways to share your views and influence decisions about your home and neighbourhood
• support you to check how we're doing through panels, forums, and other formats that suit you
• involve you in designing services, shaping policies, and reviewing performance
• work with you locally to improve neighbourhoods and keep buildings safe
• offer flexible ways to take part, from a few minutes on a one-off basis to a few hours each month
• provide the tools, support, and training you need to take part confidently

Keeping you involved and informed

We will:

• let you know how your feedback has made a difference
• give you clear, timely updates about:
  • your rights as a resident, including legal and regulatory protections
  • our performance, including complaints and satisfaction scores
  • who's responsible for making sure we meet these standards
  • how your feedback has influenced decision through “You said, we did” updates
• keep in touch through newsletters, our website, social media, and other channels

The sheltered housing for older people service standard explains what you can expect from us if you live in sheltered housing.

We deliver our support service to residents in sheltered housing, who are aged 60 or over.

What we'll do

We will:

• offer escorted viewings with a Lettings Officer and Mobile Warden to help you settle in
• create a personal support plan with you and review it every year or sooner if needed
• help with repairs, tenancy concerns, and connecting you to other services
• provide regular wellbeing contact
  
  • most residents receive two contacts per week, either in person or by phone
  • residents with higher needs may receive up to five contacts per week for tailored support

Health and wellbeing

We will:

• provide a pendant or pull cord system that connects you to support at any time
• ensure Careline Operators respond quickly and can contact emergency services or a Mobile Warden
• respond to alarms within 30 minutes
• ensure Bristol Operations Centre answers alarm calls within 60 seconds
• inspect communal areas weekly and report any issues
• schedule and complete regular wellbeing contacts
• review your support plan during home visits

Keeping you involved and informed

We will:

• help organise community events
• work with you to keep your site safe and welcoming
• encourage you to take part in drop-ins, coffee mornings, and community events