At Stafford and Rural Homes (SARH) we’re committed to putting our customers first by providing an excellent, friendly and efficient service.

We’ve developed service standards with customers and staff to make expectations clear. We’ll work hard to achieve these standards and improve our services to customers.

Your feedback is important to us. Please contact us if you feel that we’ve failed in any way. Your comments will be taken seriously and we’ll try to correct any errors as quickly as possible. You’ll be told what has been done to fix the problem, and what we’ll do to make sure it doesn’t happen again in the future.

Service standards for SARH Customers

The Homes & Communities Agency (HCA) is the independent regulator for affordable housing in England. It works with social housing landlords such as SARH and tenants to improve the standard of service customers.
There are seven standards that social housing providers must meet. They are designed to help improve the services provided for people who live in social housing in England. The seven standards are divided into two categories:
Category one: Economic standards
Value for Money
• Governance and financial viability
• Rent
The HCA monitors compliance with economic standards.
Category two: Consumer standards
• Tenant involvement and empowerment
• Home
• Tenancy
• Neighbourhood and community
More detailed information about the standards can be found on the HCA website
More information about SARH compliance with the standards can be found in our Financial Statements.

SARH is a high performing, low cost service provider

SARH monitors the cost of providing services and the performance achieved by benchmarking the results. One of the benchmarking clubs used is that provided by HouseMark. The results show that in many areas SARH is a high performing, low cost provider.
Performance reports, targets, customer feedback and cost and performance benchmarking are used to measure and report Stafford and Rural Homes' drive for continuous improvement. Performance is reported to the Leadership Team monthly and to the Board quarterly.
Landlord services are monitored and scrutinised by the Customer Board and a team of Customer Inspectors. Scrutiny includes carrying out reviews of service areas and making recommendations for improvement; and carrying out Customer Journey Mapping to find out what customers think of the work done by Housing Worx.

How your £1 was spent...

Management and Services 29p
Maintenance and Repairs 23p
Bad Debt 1p
Depreciation 27p
Interest payable on loans 17p
Non social housing 3p

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Have you tried our Frequently Asked Questions? See www.sarh.co.uk/faq