Local offers

Local Offers

The regulator for social housing in England, the Homes and Community Agency (HCA), expects landlords to consult customers on the services they receive and develop ‘Local Offers’ as a result of customer feedback. As you will remember we asked you about our services in our consultation towards the end of 2013.  We’ve listened to your feedback and used that information to formulate our ‘Local Offer’. This will ensure that we deliver a service that represents value for money in terms of how we spend your rent and doing the right thing.

Your top three service priorities continue to be:

  • Repairs and Maintenance
  • Tackling Anti-Social Behaviour (Community Safety)
  • Looking After Your Neighbourhood

Our Local Offer is our firm commitment to you on how we will deliver our services. See below further information on our offer to you.

How we perform

Each quarter we report our performance to see how well we are meeting the targets we set every year. The information we collect allows us to identify where we can improve as well as look at how our performance compares with other housing organisations.

We hope you find these reports informative. If you have any feedback, questions or queries contact our Customer Service Manager, Lynn Fromme on 0191 525 5328 or email lynn.fromme@gentoogroup.com.

Our quarterly performance report provides information and updates on how we are performing against our local offer to you.

To ensure that we deliver a planned approach to Repairs and Maintenance of your home and communal area, we will:

  • Offer you the first mutually available appointment when you report your repair.
  • Offer you the next available mutually agreed appointment for follow on work either from the Tradesperson at your home or a member of our Support Team when materials have been ordered.
  • Carry out emergency repairs within 24 hours.
  • Give you the facility to report your repairs online 24 hours a day, 7 days a week, 365 days a year.
  • Continue to carry out modernisation and improvement programmes based on the condition of your home and communal areas.
  • Provide comprehensive advice, guidance and assistance on issues relating to condensation or dampness in your home.
  • Continue to invest in our heating and double glazed window programme to remove inefficient appliances and single glazed units.
  • Assess your home for Solar PV suitability.

We are working towards:

  • Completing all repairs right first time.
  • Keeping you informed of the progress of your repair and your repair appointments using all available technology.
  • Publishing our Investment Plan on our website.

Tackling Anti Social Behaviour (Community Safety)

To ensure that you feel safe and secure in your home and community, we will:

  • Respond to all complaints of anti-social behaviour (ASB) within 24 working hours.
  • Provide a tailored victim support service to those customers who are experiencing anti-social behaviour and domestic abuse.
  • Provide a tailored positive engagement service for perpetrators of ASB in order to address the root cause of their behaviour.
  • Work in partnership with our customers and any other relevant agencies to prevent, minimise and tackle ASB.
  • Work together with customers and other agencies to protect children, young people and vulnerable adults in line with our safeguarding policies.
  • Work together with other agencies to develop early intervention activities for children and young people.
  • Offer a mediation service to help resolve your neighbour disputes.
  • Continue to engage with you to improve the service.
  • Develop, monitor and promote clear service standards for effective community safety. 

Looking after your Neighbourhood

To ensure that all of our neighbourhoods are safe, clean and attractive places to live, we will:

  • Maintain our estates to an excellent standard using early intervention, support and enforcement tools where appropriate.
  • Adopt an “Eyes Wide Open” approach to ensure all issues affecting the neighbourhood are identified and responded to.
  • Work with a range of partners and local stakeholders to develop local plans to ensure that our properties and the surrounding environment are maintained to a good standard.
  • Continue to engage with you to help us maintain our neighbourhoods through a range of involvement activities.
  • Develop, monitor and promote clear service standards for effective neighbourhood management.

Collecting Your Rent

To ensure our income is maximised whilst delivering financial wellbeing for you we will:

  • Work with agencies to promote financial wellbeing.
  • Provide a crisis intervention service.

Provide a range of convenient ways for you to pay your rent. 

Finding a Home

To ensure we provide an accessible and transparent service, we will:

  • Provide a range of ways for you to find a home.
  • Provide advice on your options around finding a home.
  • Publish an annual Property Guide to inform your housing decisions.

We are working towards improving online technology to enable you to:

  • Know your position on the shortlist for properties you have expressed an interest in.
  • Access information about the neighbourhoods you are expressing an interest in.

Customer Involvement and Empowerment

To ensure we provide a wide range of information and opportunities to get involved and feel like your feedback is making a difference, we will:

  • Improve our customer intelligence to ensure we deliver tailored services relevant to your needs.
  • Use our Local Living newsletter and Customer Annual Report to tell you how we have performed, as well as changes and improvements we have made as a result of your feedback.
  • Expand our involvement opportunities to make it easier and more accessible for you to engage with us.
  • Provide a structured involvement framework that supports resident led self regulation and customer scrutiny.