Responding quickly and clearly in the way that suits you
Where we can, we will improve our service but you can expect at least the following:
- we will answer all phone calls promptly and in person. If not, an answer phone will say where the person you want is and give an alternative number if necessary
- we will respond to all written requests within ten working days
- we will make a translation srevice available. We use language Line to provide verbal and written translations. With prior notice we will try to arrange a local translator
- whenever anyone working for us or on our behalf visits you at home, they will always show you an identity card
- staff will always be polite and sensitive to all customers' needs
- we will always try to resolve enquiries when you first contact us
- if your telephone call lasts a long time and you ask us, we can call you back
- the person you are speaking to will always give you their name and say who is dealing with your enquiry
- we will deal with all enquiries and information in confidence
- we will always act within the law and under the guidance of the Housing Corporation and our regulators
Keeping it simple when you want to rent a home
- we will let all our homes fairly and openly
- we will respond to all applications and transfer requests within two working days
- we will process your information within five working days
- when you move into your home we will provide a tenant handbook and go through your tenancy agreement with you before you sign it
- we will give you a copy of the 'Residents' Charter' issued by the Housing Corporation. It explains your legal rights and gives other relevant information
Helping you while you rent your home
We will:
- provide quarterly rent accounts
- give your clear and detailed information about your rent and service charges, and at least 28 days notice of any changes
- keep you informed of the various ways you can pay your rent
- set targets to collect rent and deal with arrears promptly and effectively. If you find it hard to pay your rent, we will give advice to help. We will always try to come to an agreement with you to help you pay your rent. However, if this fails, as a last resort we will take legal action to recover the debt.
Keeping you safe
Our community safety team will look in our neighbourhoods to try to ensure you can live in your home free from harassment and intimidation. We will:
- always respond to complaints about people's behaviour and try to resolve them quickly and amicably
- offer advice and meditation services to help sort out neighbour disputes
- keep a diary of events when needed and take court action if necessary
- provide help and support if you need to go to court
Helping you to keep your home in a good condition
- when you report a repair, we will always give you a target date for completion and the name of the contractor who will carry out the work if the repair is our responsibility
- we will monitor the work of our contractors and give you a satisfaction survey for you to return each repair
- when pre-inspections are needed for any repair work, we aim to give you an appointment time
- before you move into your new home, we will carry out an inspection and agree all the essential work
- when portable appliances are included in your tenancy, we will carry out yearly tests
- all gas appliances that we own in your home will be serviced every year