Golden Lane Housing (GLH) is pleased to announce the launch of our updated service standards, aimed at providing tenants and wider customers with clear information on what they can expect when using GLH’s services.

Developed with input from both tenants and GLH colleagues, the new service standards set out our commitment to delivering high-quality, consistent, and transparent services. They offer a roadmap for what our tenants and customers can anticipate—from routine repairs to ongoing maintenance, housing and safety, and more.

These service standards include detailed guidelines on:

• Repairs and Maintenance: What GLH is responsible for, response times for repairs, and information on the processes and people involved in maintaining safe and comfortable homes.
• Customer Communication: Expectations around communication, including how often tenants and customers will hear from us and how we keep everyone informed of any important updates.
• Moving into a GLH home and Tenancy Management: Clear steps and commitments for moving into a GLH property, and ongoing tenancy management.

Written in easy read, we hope the standards provide tenants clear guidelines on what they can expect from us as their housing provider.”

We invite all tenants and customers to explore the new service standards on our website. Your feedback and questions are always welcome as we continue to improve and adapt our services to deliver great services.

For more information, please visit GLH’s Service Standards Page.