Newcastle Furniture Service - service standards


 

NFSWhat is NFS?

We provide a furniture service to the city council, other housing providers and charities in the region. Together with the primary care trust, we run a child safety equipment scheme for people who live in Newcastle. We also provide a garden-care maintenance service, which is available to all tenants.

Visit the NFS section to find out more

What can I expect from the service?

  • We will deliver your furniture on a day we have agreed with you.
  • We will offer you a morning or afternoon appointment when we deliver or collect your furniture.
  • When we deliver your furniture, we will give you a list of all the items in your furniture package.
  • When we deliver your furniture, we will fit together any items that need it.
  • We will make sure your cooker is fitted safely.
  • We will make sure that any electrical items we give you are in good working order and fitted safely.
  • We will replace any items of furniture that need changing due to wear and tear.
  • When we collect your furniture, we will take apart any items that need it.

Child safety equipment scheme

  • We will offer you a morning or afternoon appointment.
  • We will make sure all equipment meets any relevant and current safety standards.
  • We will fit the equipment in line with the manufacturer’s guidelines.
  • We will give you instructions on how to use the equipment, both by speaking to you and in writing.

Gardening service

  • We will visit you on the day we have arranged with you.
  • We will maintain your garden as set out in the maintenance programme leaflet
  • We will offer you a choice of bulbs to plant in the winter so that they grow for spring.

Our service standards

  • We will deliver furniture to you within five working days of you asking us to. We aim to do this for 93% of all deliveries.
  • We will collect furniture within five working days of you asking us to. We aim to do this for 93% of all collections.
  • We will visit you after delivering your furniture pack to make sure everything is all right. We aim to do this within eight weeks for at least 93% of deliveries.
  • We will repair or replace any faulty cooker we have supplied to you within two working days of you telling us about it. We aim to do this for at least 93% of all requests.
  • We will carry out all terminations for YHN tenants within three working days of a request. We aim to do this for 93% of all requests.

Child safety equipment scheme

  • We will install your safety equipment within eight weeks of you asking us to.
  • We will answer any questions within two working days.

Gardening service

  • We will visit you 11 times a year (eight summer visits and three winter visits).
  • We will answer any questions within two working days.

Click here for a full copy of the NFS Service Standards