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: 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.