Customer promises for tenants

 

Our promise to you

What we expect from you

 

 

Accessing our services - tenants

Getting in touch with us

We will:

  • Provide a range of ways to get in touch, including face to face, by telephone and online
  • Offer you a home visit if needed and make an appointment to visit you at a convenient time
  • Treat you fairly and with respect

 

When you ring us

We will:

  • Answer your call promptly
  • Speak clearly, tell you our name and which team we are in and let you know who has responsibility for dealing with your request
  • If you ask us to call you back we will do this within 48 hours (excluding weekends)

 

When you write to or email us

We will:

  • Acknowledge your written enquiry or email within two working days
  • Let you know the name of the person who is dealing with your enquiry
  • Send you a full reply within 10 working days

 

When you visit our offices

We will:

  • See you within 10 minutes of visiting our public offices

 

When we visit you

We will:

  • Be clearly identifiable when out and about in your neighbourhood and wear Tower Hamlets Homes identification cards
  • Introduce ourselves clearly and courteously
  • See you at the time we agreed with you
  • Contact you if we have to change an appointment
  • Explain why we need to change an appointment and rearrange it for a time that is good for you

 

If things go wrong

We will:

  • Acknowledge any complaint you make within two working days
  • Be open and honest and do our best to put things right quickly and fairly 
  • Reply to your complaint within 20 days and offer you the right to appeal if you don’t agree with our reply
  • Let you know how we have learnt from your complaint when we’ve got it wrong

 

Your communication needs

We will:

  • Provide you with information in alternative formats when you ask us to
  • Arrange for interpretation or translation if you need us to
  • Read or explain written information if you would like us to

 

Knowing our customers

We will:

  • Make sure the information we hold about you is up-to-date and accurate
  • Use the information we collect to provide you with the best service we can
  • Check to make sure all of our customers are benefitting from the services we provide
  • Listen to what you are saying – not assume we know

 

Extra support if you need it

We will:

  • Publish the details of what extra support is available to help you
  • Ask you directly about any extra support you need and agree with you what we can offer

 

 

Paying your rent

We will:

  • Offer a range of ways to pay your rent
  • Advise you how and where to apply for Housing Benefit
  • Contact you quickly if you owe rent
  • Give you at least four weeks’ notice if we plan to increase your rent
  • Offer to arrange free independent advice if you are having problems paying your rent

 

 

Your tenancy

We will:

  • Carry out a settling-in visit within four weeks of you moving in
  • Make sure your tenancy information is accurate and up-to-date
  • Investigate all tenancies that we suspect may be illegally subletting
  • Provide you with information that explains what we do and what you need to do

 

 

Anti-social behaviour

We will:

  • Contact you within 1 working day for cases such as hate crime, threats of violence or aggression
  • Contact you within 2 working days for cases such as noise nuisance and or misuse of communal areas
  • Review and assess the details of the incident and assign the case to a relevant officer
  • Discuss the next steps, including the help and support available to you
  • Agree with you how and when we will update you throughout the investigation
  • Be open and honest about what we can do
  • Be realistic about the likely outcomes of any action we take – particularly legal action
  • Ensure our neighbourhood patrols target the areas in most need
  • Work in partnership with others to tackle anti-social behaviour



 

Repairing and maintaining your home

Repairs to your home

We will:

  • Provide a 24 hour, seven days a week telephone service to report repairs
  • Offer a choice of three appointment time slots Monday to Friday: Morning (8am to 10.30am), mid-day (10.30am to 2.30pm) or afternoon (2.30pm to 5pm)
  • Complete the appointment when we say we will, according to its priority
  • Complete your repair correctly on the first visit whenever we can
  • Carry out a gas safety check every year (if your home is fitted with a gas boiler or gas fire)
  • Carry out a percentage of inspections to check the quality of the repair

 

Planned maintenance

We will:

  • Service all lifts, dry risers, emergency lighting and communal water tanks as required by law

 

Improving your home

We will:

  • Assess the condition of homes to ensure that major works are  planned where needed
  • Publicise our plans for what work we intend to do and when we intend to do it
  • Consult with you before starting the work
  • Agree a convenient time with you if we need to come into your home
  • Carry out regular fire risk assessments and publicise results



Your neighbourhood

Cleaning and gardening

We will:

  • Carry out monthly estate inspections
  • Publicise details of quarterly estate inspections which residents are encouraged to attend
  • Keep your block and neighbourhood clean
  • Remove offensive graffiti within 1 working day and all other graffiti within 7 working days

 

Parking

We will:

  • Deal with your parking application within 20 working days
  • Replace lost, stolen or damaged permits within 10 working days
  • Take action against people who park illegally

 

Buying your home

We will:

  • Give you advice and support if you apply to buy your home
  • Give you a decision about your application within four weeks
  • Send you an offer notice within 12 weeks

 

Getting involved in what we do

We will:

  • Make sure we provide you with opportunities and a choice of ways for you to get involved
  • Let you know how things you have told us have changed what we do
  • Let you know how we are performing at least twice a year
  • Consult with you about issues affecting your home and neighbourhood
  • Work with Tenants and Resident associations
  • Be proactive in sharing information

 

 

What we expect from you

Your responsibilities

In general, your responsibilities are to:

  • Pay your rent and service charges in full
  • Use the property as your only or main home
  • Let us know if any of your details change
  • Tell us if you plan to be away from your home for more than four weeks
  • Ensure that you and your visitors don’t cause a nuisance from your home or neighbourhood
  • Check with us first if you want to keep a pet
  • Take care to avoid gas and fire risks in your home and communal areas
  • Be careful to avoid blockages and leaks in your home
  • Recycle responsibly
  • Keep your home in good condition and repair
  • Allow THH staff and our contractors access to your home, making sure that you are in
  • Ask us for written consent before making home improvements
  • Let us know in advance if you intend to move out and end your tenancy.

 

Paying your rent

  • Your responsibilities are to:Pay your rent and service charge in advance, every Monday (if you choose to pay fortnightly, every four weeks or monthly, this must be paid in advance)
  • Contact us straight away if you are having financial difficulties – we can offer free independent advice to help you.

 

Changing your personal details

Your responsibilities are to:

  •  Let us know as soon as possible if any of your details change, such as your name or phone number or if someone is living with you

 

Going away

Your responsibilities are to:

  • Tell us if you plan to be away from your home for more than four weeks
  • Let us know when you plan to come back and how to contact you in case of emergencies
  • Make arrangements for paying your rent while you’re away

 

 

Anti-social behaviour

Your responsibilities are to:

  • Ensure that you don’t cause a nuisance from your home or neighbourhood
  • Report anti-social behaviour where you live.

 

 

Pets

Your responsibilities are to:

  • Check with us first if you want to keep a pet. As long as it’s appropriate for the type of home you live in and will not annoy or frighten other people, we will usually allow them.



 

Fire safety

Preventing fires inside your home

Your responsibilities are to:

  •  Check your smoke alarms once a week
  • Make a fire action plan so you and those in your home know how and where to escape
  • Take care in the kitchen –most fires start here, so never leave your cooking unattended and take extra care when cooking with hot oil
  • Never leave candles unattended
  • Make sure cigarettes are stubbed out and disposed of carefully, and never smoke in bed
  • Not overload electrical sockets
  • Keep matches and lighters are away from children
  • Keep flammable liquids such as petrol away from the estate
  • Not store or use any form of bottled gas or paraffin heaters – it can be extremely dangerous and any breach of this rule will be treated very seriously.

 

Preventing fires outside your home

Your responsibilities are to:

  • Keep landings, stairwells and common areas free from obstructions and flammable items, such as cycles and pushchairs
  • Put recycling out on collection day only
  • Put general rubbish safely into the chutes provided

 

 

Gas safety

Your responsibilities are to:

  • Allow our fully-qualified gas safety staff to carry out an annual gas safety check, ensuring that boilers and gas appliances are safe
  • Make sure that external gas pipes are clear from items such as washing lines
  • Make sure that any gas appliances you own are safe
  • Call the National Gas Emergency Number (0800 111 999) if you smell gas or suspect that there is a gas leak

 

 

Leaks

Your responsibilities are to:

  • Make sure washing machines or dishwashers are plumbed in properly
  • Avoid causing leeks in your home, such as making sure that your bath doesn’t overflow and your taps are turned off
  • Be careful to avoid blockages to pipes, for example disposing of nappies and cooking oil appropriately.

 

Recycling

Your responsibilities are to:

  • Recycle responsibly. Food waste, nappies, clothes, and garden waste cannot be recycled, and will contaminate the whole recycling bin if thrown away incorrectly
  • Put recycling in the recycling bins or bags provided
  • Never put recycling in black sacks as it will be classed as rubbish and won’t be recycled
  • Appropriately dispose of bulk rubbish by calling the Council.

 

 

Parking

Your responsibilities are to:

  • Apply for a parking permit before parking on your estate.



 

Repairing and maintaining your home

Your responsibilities are to:

  • Allow THH staff and their contractors the right to enter properties to carry out inspections repairs and maintenance works (we will normally give you 48 hours before doing this)
  • Repair any damage caused by accident, misuse or neglect, including any damage caused by visitors to your home
  • Repair any floor coverings not installed by Tower Hamlets Homes
  • Repair any plumbing, electrical and other works not installed by Tower Hamlets Homes 
  • Install your gas cooker    
  • Install your gas meter if not provided
  • Internally decorate – including filling small surface cracks
  • Repair/replace sanitary-ware plugs and chains
  • Replace your toilet seat
  • Replace light bulbs, fluorescent starters and resetting trip switches
  • Maintain internal doors, handles and latches – including stopping inside doors from sticking or scraping and fitting or replacing draught excluders
  • Take action to prevent and control condensation
  • Replace keys and locks as a result of loss or damage
  • Get any spare keys cut for your locks
  • Fit extra locks and door chains
  • Clear blockages to sinks, basins and baths
  • Fit waste pipes and supply valves to washing machines and dishwashers (that carry water to and from the machine)
  • Repair/replacement wall tiles unless fitted by Tower Hamlets Homes
  • Repair/replacement glazing (unless an act of crime and a Police CAD number supplied)
  • Bleed radiators (letting air out of the valves)
  • Repair/replace kitchen cabinet doors, handles and hinges
  • Repair/replace external door furniture not fitted by THH
  • Repair/replace garden gates and gate furniture, fences, paths, sheds unless leading to the front of the property or adjacent to a public highway or designated play area
  • Replace clothes posts, clothes lines or rotary driers, unless you share these with other people.

 

Improving your home

Your responsibilities are to:

  • Ask us for written consent before you start any work to improve your home, including satellite dishes
  • Obtain planning permission in addition to our written consent if required.