Service standards for tenants

 

Your new home

We will:

  • Let you know the standard of the property you can expect before you move in
  • Ask you how you found our service when moving to your new home
  • Conduct a settling-in visit within four weeks of you moving in

 

Repairs inside 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 first visit whenever we can
  • Carry out a gas safety check every year

 

Your tenancy

We will:

  • Make sure your tenancy information is accurate and up-to-date
  • Investigate all tenancies that we suspect may be illegally subletting
  • Provide you with a tenant handbook that explains what we do and what you need to do
  • Take legal action if you persistently break tenancy rules

 

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

 

Paying your rent

We will:

  • Offer a range of ways to pay your rent
  • Advise you how and where to apply for Housing Benefit
  • Send you a rent statement four times a year
  • Contact you quickly if you owe rent
  • Give you at least four weeks’ notice if we plan to increase your rent