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