As a council tenant, this handbook contains lots of useful information about living in your home and community.
You'll get a better idea of how and who to contact when you read the handbook. It will also provide examples of when you should contact us and when we, your landlord will contact you.
Your tenancy agreement is the contract between us and you. This handbook does not replace your tenancy agreement. However, it will help you understand what to expect from us as your landlord and what we expect of you as a tenant.
Please let us know if there's anything you're not sure about here or in your tenancy agreement.
Our vision and service
We are committed to providing an outstanding housing management service in everything we do.
Our vision
Tenants are at the heart of the housing service, so we want to listen to your voice and act upon what
you tell us.
- Success is measured by surveying our tenants to find out how satisfied you are with the housing service we provide
- We are aiming to improve how easy we are to access by self-service options, which will not only allow tenants to contact us however they choose,
but also help free up resources to support those who may benefit from additional assistance - We will ensure our staff are visible and accessible delivering tenancy and estate management in a specific neighbourhood area
- We aim to continuously improve our services, making sure that tenants are kept inform about repairs and maintenance happening in their neighbourhood
Our service to you
Our staff will always:
- Tell you their name when they meet or call you, carry identification, and be professional, helpful and courteous
- Ensure our contractors carry identification and are also polite, helpful and courteous
- Deal with your enquiry as quickly as we can. We will acknowledge your contact with us, usually by the end of the next working day.
You will receive a full response, where possible, within five working days - Aim to arrive on time for appointments and visits (please allow a reasonable amount of time for
unscheduled delays), or let you know if we are running late - Give you reasonable warning where possible when we have to change or cancel an appointment
- Leave a calling card if we find you are not in
- Follow government data protection requirements when dealing with your personal information
Listening to your comments
We highly value tenant engagement. It's important to us that our tenants have a say in how we do things. Through engagement we aim to foster a culture of mutual trust and respect.
This ideal partnership between tenants, leaseholders and the landlord exists when all parties work towards a common goal of improved housing conditions and housing services.
Our ‘Get Involved’ page describes a variety of ways you can have your say and get involved in service delivery, together we can co-create a great housing service.
If we get it wrong
We know that there may be times when things go wrong. If this happens we want to know if you are not happy and have the opportunity to put things right. We always want to hear any feedback you have and the easiest way to do this is through our feedback from.
If you want to make a formal complaint you can do so on our complaints page.