Housing ...
Tenants handbook and Customer service standards
Housing Services have introduced their new Tenants’ Handbook along with a comprehensive set of Service Standards for our customers.
They were drawn up after extensive consultation with tenants, councillors and other bodies, including area housing forums, the readers’ panel and focus groups.
They will be available in different formats on request – large print, Braille, audiotape – and various languages, including Bengali, Urdu and Chinese.
Tenants handbook
A new Tenants’ Handbook has been published – replacing more than a dozen existing leaflets.
The handbook includes advice on a range of issues, including tackling
anti-social behaviour, obtaining repairs and improvements and seeking a home exchange.
It also includes a section on useful council phone numbers and services for older people.
Copies of the handbook, which has been developed with the help of Tenants’ Representatives, tenants and councillors, are being provided to all new tenants.
The handbook is available on request to existing tenants at customer service centres, area housing offices, community centres and libraries.
View the tenants handbook leaflets..
Customer service standards
Along with the handbook, Housing Services are also providing a comprehensive set of service standards for tenants.
They cover 19 main service delivery areas and detail the minimum standards that tenants can expect to receive.
The new service standards show the council’s commitment to providing a high quality service and will help us to monitor our performance. Results will be published in the tenants’ newsletter, Housing Matters.
The standards cover a range of issues, including tenancy and estate management, right to buy, empty homes, repairs and rehousing.