What you can expect from us
To receive a housing management service where we:
- record resident vulnerabilities to make sure we can tailor our service and make reasonable adjustments for residents where required
- provide home visits when requested if you are unable to come into our office to see us
- carry out quarterly estate inspections with residents, representatives from resident’s associations, our repairs and estate services as well as local councillors on our larger estates
- support residents to sustain their tenancies and leases by providing information and referring and signposting to relevant support agencies
- acknowledge all mutual exchange requests within 5 working days and inform you of our final decision in writing within 42 calendar days of the receipt of an application
- respond to transfer of tenancy requests (for example succession or assignment) within 10 working days
- respond to emails within 10 working days or tell you why it is going to take us longer to reply, and when we expect to do this by
- provide you with a dedicated Housing Officer to assist you with any tenancy issues, such as:
- changing names on your tenancy agreement
- taking in lodgers
- undertaking alterations/improvements to your home
- actively promote the different types of mobility schemes and re-housing options that are available to you, so you can make an informed choice about moving home
- provide you with personalised housing advice when you request to move home due to a change in your circumstances including providing advice on a range of alternative housing options
We will know when we are getting it right by:
- learning from what you tell us about our housing management service by using your feedback from surveys, complaints and compliments to continually improve
- asking you if you would like to be involved in developing the services we provide and by providing you with a range of ways in which you can be involved
- working with you to help us design improvements to our services you have told us you want to see
- holding ‘Talk to us’ events where you can meet a range of housing management teams to discuss any issues you have
- continuing to run local Housing Hubs where you can speak to our teams in person