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Capital Investment

When carrying out large improvements to the site and to the amenity units, we will:

  • write to tell you that your bay or amenity unit is included in a programme of work at least 28 days before the work is due to start.
  • tell you about the type of work, when it will start and where possible the name of our contractors.
  • tell you who to contact in the event of any issue and be on hand to deal with any problems.

For larger projects (such as renewing roofs), we will:

  • use a brochure which will provide you with information about the work, any potential issues which could affect you and the contact details of our staff.
  • hold a public meeting to provide you with information, answer any concerns you might have and ask for your views. We will try to have members of our design team and contractor present at these meetings.
  • provide you with updates every 12 weeks by letter or newsletter.
  • supervise our contractors work to make sure it’s going well and is being carried out to our specification and to WDC standard.
  • make sure that our code of conduct is adhered to by including it in our contracts with contractors and sub-contractors.
  • contact a sample of tenants by telephone to ask for their views about the service they received when the work is finished (this information will be shared with local Councillors and Tenants and Residents Organisations as well as other Council departments).
  • ask other Council departments carrying out work on our behalf to adhere to our services standards.

Where possible, we will ask for and incorporate your views about project design in the amenity units, for example:

  • position of new central heating radiators
  • colours for kitchen units and worktops
  • layout of kitchens / bathrooms
  • colour of tiles in bathroom contract

Maintenance and Repairs Service Standards

West Dunbartonshire Council aims to ensure that the amenity units are well maintained and are in a good state of repair when allocated. Repairs and improvements will be carried out when required.

  • we will make sure that our amenity units are of a good standard
  • we will carry out repairs quickly and within our locally agreed target timescales within the amenity units.
  • we will respond quickly and within our target timescales to any complaints that we receive and we will use your feedback to improve services.
  • we will ask you how satisfied you are and use your feedback to improve our services

Anti-Social Behaviour Services

West Dunbartonshire Council aims to ensure that tenants and other customers live in well maintained neighbourhoods where they feel safe.

  • we aim to be at any property which has been reported as producing excessive noise within 30 minutes of a complaint being received.
  • we aim to resolve complaints of anti-social behavior within our locally agreed target time (12 weeks).

Homeless Services Service Standards

West Dunbartonshire Council provides a service for homeless people 24 hours a day, 365 days a year.
We aim to ensure that homeless people get prompt and easy access to help and advice, are provided with suitable good quality temporary accommodation and are offered support to help get and keep a home.

In respect of Homeless People our promise is that:

  • if you have nowhere to stay we will offer you temporary accommodation.
  • we will let you know about the outcome of your homeless application within 28 days of your first interview.
  • we will agree a support plan within 10 days of you coming to us to help you to live independently.
  • where appropriate, we try to make you a reasonable offer of housing within 90 days.
  • we will tell you about the outcome of any appeal within 21 days.
  • we will ask you how satisfied you are and use your feedback to improve our services

Services to Gypsy Travellers

  • we will register and make an initial assessment of all bay applications within 5 working days.
  • we aim to let bays as quickly as possible to reduce the rent lost to the Council.
  • we will post inspect all amenity units prior to being viewed and signed for 3.
  • we will ask you how satisfied you are and use your feedback to improve our services.
  • we will visit you within 21 days of your date of entry to make sure you are settling in and answer any questions you may have.
  • if we see that you have support needs we will provide you with information about the support you can get to help you stay in your home.
  • we will carry out changes to your tenancy within 28 days of you asking us.

Tenant Participation Service Standards

West Dunbartonshire Council aims to ensure that tenants and other customers find it easy to participate in and influence decisions at a level they feel comfortable with.

  • we will make sure that there are a wide range of opportunities and ways you can get involved.
  • we will make sure that you know about the different ways to get involved and will provide you with detailed information about how to get involved and the support available to you within 5 days of you asking for it.
  • we will make sure that we remove barriers and provide support to encourage and assist your involvement (This includes providing support and funding to tenant and residents associations and supporting tenant and other customer scrutiny arrangements).
  • we will give you accurate, up to date information which is relevant to you.
  • we will give you feedback about our consultations with you and provide you with information about how decisions were taken.