Our responsibilities and services
We continuously measure and monitor our services to make sure we maintain the highest standards possible.
Neighbourhood management
It is our responsibility to manage our neighbourhoods to make sure they are safe, attractive and well-maintained. To do this we will:
- provide you with regular information about your neighbourhood
- make sure we find and respond to all issues affecting your neighbourhood
Find out more about how we maintain land around your home.
Repairs
It is our responsibility to make sure your home is safe and secure. To do this we will:
- find out what we need to do to repair the problem
- complete the repair within an agreed timescale
- give you advice and support to help you maintain your home
- complete gas and electrical safety checks
Find out about more about who is responsible for repairs.
Tenancy management
It is our responsibility to make sure you are aware of your rights and responsibilities under your tenancy agreement. To do this we will:
- give you timely information about your tenancy
- give you advice and support to help you maintain your tenancy
- have and promote a Mutual Exchange scheme where you can swap your home with another customer
Income management
It is our responsibility to collect rent and other charges. To do this we will give you:
- advice and support on the most suitable way to pay your rent and any other charges
- help you to manage your money
- advice and support to help prevent you from falling behind with your rent and any other charges
- up-to-date information about your rent and any other charges
Customer services
It is our responsibility to provide a personalised service that meets your needs. To do this we will give you:
- different ways to access our services
- regular, up-to-date information about our products and services
- different ways for you to contact us and give us your feedback
We will use your feedback to improve our services.
Neighbourhood safety
It is our responsibility to make sure everyone feels safe and secure in our neighbourhoods. To do this we will give help, advice and support for:
Asset management
It is our responsibility to provide good quality homes and neighbourhoods with long-term, sustainable futures. To do this we will make sure your home:
- is a safe, healthy and secure place to live
- meets or exceeds the Decent Homes Standard
- has a suitable level of investment so we can replace major components, like kitchens, bathrooms, windows and heating, when needed
Safety, support and crisis
It is our responsibility to support vulnerable customers and help them to maintain their tenancy. To do this we will:
- work with partner support organisations
- provide supported housing and extra care housing when needed
- give advice and support that is specific to your situation and your needs
Find out more about sheltered housing and extra care schemes.
Housing allocations
It is our responsibility to help customers find a good quality, affordable home that meets their housing needs. To do this we will give you:
- advice and support to help you find a home that meets your needs
- information about your new home
Find out more about our Housing Allocations Policy (PDF, 587KB).
Community involvement and engagement
It is our responsibility to provide different ways for you to work with us to improve our neighbourhoods and services. To do this we will give you:
- opportunities to get involved and engage with us
- advice and support to empower you to get involved in your neighbourhood and community
Find out more about ways you can get involved.
Concierge Service
It is our responsibility to provide security services for people living in communal buildings. This includes flats and apartments in:
- high-rise buildings
- low-rise buildings
- sheltered housing schemes
- extra care schemes
To do this we have 24-hour security and 24-hour emergency support.
Leaseholder management
It is our responsibility to meet the terms of your lease. To do this we will:
- provide a high-quality service to manage and maintain the place where you live
- give you accurate and timely information about services and their costs
- consult with and involve you when reviewing all services that affect you directly
- help you enjoy suitable, safe and secure living conditions
- have different payment methods so you can pay in a way that suits you
- give you advice on any payment problems