Tenancy service: standards

If you are a new tenant we will:

  1. carry out a comprehensive sign up which incorporates a Financial Health Check
  2. carry out an Employment Health Check and offer advice and an appointment with a partner agency
  3. provide you with a housing benefit assessment and verify your claim at sign up
  4. ensure your Neighbourhood Officer visits you within 28 days of your tenancy start to make sure you have settled in and check all follow on repairs have been carried out
  5. provide you with a satisfaction questionnaire and focus group invite to enable you to share your feedback with us.

We will measure these standards by: focus groups and performance reporting to Neighbourhood Performance Panels.

 

When managing your tenancy we will:

  1. have a nominated Neighbourhood Officer for every home
  2. ensure your Neighbourhood Officer visits you within two weeks of your request
  3. make sure your Neighbourhood Officer carries out a walkabout with residents to identify issues of concern at least monthly on every patch
  4. provide you, through your Neighbourhood Officer, with a quarterly newsletter about issues in your area
  5. complete all tenancy amendments, assignments or successions within one week when all information is received.

We will measure these standards by: mystery shopping and performance reporting to Neighbourhood Performance Panels.

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