Service Standards
WATMOS will:
- Provide a range of opportunities for you to let us know your views and give suggestions about the services you receive.
- Consult with you in line with current legislation and good practice
- Issue estimated service charge bills around March each year
- Issue actual service charge bills by the end of September each year
- Inform you immediately if you fall behind with your service charge payments
- Offer a range of options to pay your service charge
- Send you a service charge account statement twice a year
- Tell you which repairs you are responsible for and what repairs we will carry out
- Carry out repairs that we are responsible for within the same timescales that apply to tenants
- Provide a telephone number for out of hours emergency repairs (this applies to communal areas only)
- Consult with you at least 30 days before any major work is carried out, where any leaseholder is expected to pay more than £250 towards the cost of the work
We will monitor these standards by:
- Undertaking regular satisfaction surveys
- Publicise and regularly review these service standards
- Comparing the quality and cost of our services with other providers
- Undertake mystery shopping
- Monitoring contractors to ensure that repairs are undertaken within target times
- Reporting results of monitoring to senior management on a regular basis