We will ensure your tenancy is well-managed by providing clear information and support throughout your tenancy.
What we will do for you
Information on rights and obligations:
- Upon moving into your home, we will provide you with clear, written information about your rights and responsibilities as a tenant. If needed, we will offer translation services to help you fully understand this information.
Initial and ongoing support:
- We will visit you at least twice in the first year of your tenancy to ensure everything is going well. Our visits will be scheduled as follows:
First visit: Within the first four to six weeks
Second visit: After nine months - During these visits, we will assess your needs and provide any necessary support or signpost to additional services if required.
Gas safety:
- We will check your gas supply, including any communal supply, at least once a year.
Repairs and maintenance:
- We will ensure repairs are carried out efficiently and within appropriate time frames.
Anti-social behaviour (ASB) and hate incident/crime:
- We will investigate any reports of anti-social behaviour (ASB) or hate incident/crime and take appropriate action in line with our Antisocial Behaviour Service Standard.
Suspected tenancy fraud:
- We will investigate all reports of suspected tenancy fraud and take appropriate action in line with our procedure.
Responding to tenancy changes:
- If your circumstances change e.g. a change in household composition, we will respond to requests for tenancy adjustments within 10 working days.
All we ask of you in return is
Property and communal area maintenance:
- Provide access to your home for us to carry out legal compliance checks
- Promptly report any repairs needed to your property or communal areas for which we are responsible
- Keep shared areas clean and tidy and free of personal items, such as mobility scooters, prams, and bikes, in accordance with our Communal Areas and Customer Safety Policy. This is to ensure safe exits in case of emergency.
Provide information for investigation:
- Share any information you may have that could help identify perpetrators of antisocial behaviour, graffiti, or fly-tipping.
Notify us of household changes:
- Inform us if there are any changes to the people living in your home, including additions or departures, so we can keep accurate records and manage the tenancy appropriately.
We will know we are getting this right by
- Using the four Tenant Satisfaction Measures (TSMs) that relate to neighbourhoods:
- Satisfaction that the landlord keeps communal areas clean and well-maintained
- Satisfaction that the landlord makes a positive contribution to neighbourhoods
- Satisfaction that the landlord listens to tenant views and acts upon them
- Satisfaction that the landlord keeps tenants informed about things that matter to them.
- Gathering feedback from surveys, complaints, and compliments to continually improve
our service.