Service Standards
Let's Choose aims to deliver excellent services for and at your convenience.
Aims
To deliver an efficient and competitive service to all customers in a professional and approachable manner
To prioritise customer satisfaction and to ensure that customer feedback plays a key role in shaping the future of our service
Before becoming a tenant
At Let's Choose our easy application process ensures a simple, stress free way to apply for your new home
We provide:
- An online application system where applications can be submitted via email
- Property viewings at a mutually convenient time
- Comprehensive advice on moving into your new home
Whilst you are a tenant
After signing your lease our services don’t stop there, we offer a variety of services to cover every aspect of your tenancy
LANDLORD
Rent
We will:
- Answer any rent queries including providing a rent account balance via telephone or email
- Aim to resolve any errors within 48 hours
- Provide 3 months notice prior to a rent increase
Rent is reviewed annually by the Kirkgate Developments/Let's Choose Board of Management
Repairs
We will:
- Provide you with a variety of ways of reporting a repair
- Carry out emergency repairs within 4 hours (e.g. gas leak, flooding)
- Carry out essential repairs within 24 hours (e.g. water leaks, no heating/hot water)
- Carry out urgent repairs within 3 working days (e.g. faulty locks)
- Carry out routine repairs within 15 working days. (e.g. general maintenance)
- Monitor the quality of work provided by our contractors and ensure that they are easily identifiable
- Ensure that you are happy with the standard of the repair by way of a feedback questionnaire
General Services
We will:
- Acknowledge receipt of letters within 5 working days and provide a response within 10 working days
- Respond to emails within 5 working days
- Carry out regular inspections to ensure that the property is being maintained to a satisfactory standard
Complaints
We will:
- Deal with any complaints you may have in accordance with the Grampian Housing Association (our parent company) Complaints Procedure, click here for further information
TENANT:
As a tenant of a property managed by Let's Choose we ask that you:
- Take reasonable care to maintain the property
- Act in a respectful manner towards neighbours and the community
- Pay your rent on time
- Notify us if you are having difficulty paying the rent
- Treat staff respectfully
Let's Choose is happy to provide translation and interpretation services.
Contact us
Huntly House
74 Huntly Street
Aberdeen
AB10 1TD
T: 01224 202900
Opening Hours: 9am - 5pm Monday, Tuesday, Thursday & Friday / 11.30am - 5pm Wednesday
21 Culbard Street
Elgin
IV30 1JT
T: 01343 552779
Opening Hours: 9am - 5pm Monday, Tuesday, Thursday & Friday / 11.30am - 5pm Wednesday. The office is closed for lunch every day between 1pm - 2pm but a message can be left on the answering machine.
Emergency repairs: 0300 123 9279
Non-emergency repairs: repairs@grampianhousing.co.uk
Gas heating repairs: Heatcare Oil & Gas T: 01343 842042