Service Delivery
QHS has identified the key components of services delivered within Registered Providers - from the moment a person seeking housing makes first contact with a provider, to the time they terminate their tenancy agreement. QHS scheme member Certification demands that all services provided and subsequent events are delivered to an excellent quality level.
This criteria define service excellence in the following key areas:
- Opening and reception
- Accessibility
- Information and documentation
- Supporting people seeking housing
- Maintenance
- Rent payment and collection
- Complaints handling
- Estate management and anti-social behaviour (ASB)
- Involvement and empowerment
- Responding to the diverse needs of the customers