Tenant Services Service Standards · workforce representative of the local population. • Monitoring our services, policies and procedures to see whether we are treating all tenants

Tenant Services Service Standards

Service Standards

Our commitment to provide you with a high quality service

Our Service Standards are our ‘promises’ to you

Service Standards covered are:

3 Customer Care

5 Tenant Involvement and Empowerment

7 Equality and Diversity

8 Allocations and Letting

11 Rent and other Income

13 Tenancy Management

15 Anti-Social Behaviour

17 Estate Management

19 Aids and Adaptations

21 The Energy Standard

23 The Leaseholder Standard

24 The Lettable Standard

27 Planned and Cylical Maintenance

29 Repairs and Maintenance

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When you telephone us we will:

• Be helpful and courteous and aim to resolve your query at first contact.

• Answer your call within 5 rings with a greeting including the name of the team you have called and the name of the person answering your call.

• Tell you either the name and contact details of the person, or the team, you are being re-directed to, if your query can’t be handled by the person who answered the call.

• Offer to take a message if the appropriate person is not available, and pass the message on to that person.

• Only use voicemail as a last resort.

• Answer all messages within 1 working day. If the member of staff you want to speak to is not available, we will let you know.

• Provide you with the opportunity to speak to us in the language of your choice, by using our translation facility.

• Make available a Minicom system to assist your call should you have a hearing impairment.

Customer Care Service Standard

We will treat all tenants and residents politely, fairly and professionally because we value and respect you. These are our promises to you when you contact us.

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When you contact us by letter, email or text we will:

• Reply to you fully within 10 working days. If we cannot respond fully in that time we will tell you who is dealing with your enquiry and when you can expect a full response.

• Reply to you in a way that is easy to understand, in your preferred language and format.

• Keep a record of how you would like us to respond to you, either in person, by telephone or in writing.

When we visit you in your home we will:

• Make and keep an appointment with you, giving you the name, job title and contact details of the person who will visit you.

• Let you know if the person who is due to visit you can’t make the appointment and offer you another date.

• Carry proof of identity and be respectful to you and your home.

• Leave a calling card should you not be at home, giving details of why we visited you and who you should contact to re-arrange the appointment.

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When you visit one of our offices we will:

• Ensure that the reception area is welcoming and that you have a comfortable environment to wait in, with seating and appropriate facilities.

• If you have an appointment we aim not to keep you any longer than a maximum of 5 minutes before being seen.

• If you arrive without an appointment and you can’t be seen immediately we will advise you of this and offer you an appointment at a later date with a named officer.

• Try and resolve complaints there and then.

• Make sure the office is accessible.

• Offer you the opportunity to discuss your issue in a private interview room.

• Provide induction loops, arrange sign language facilities, interpreters or translation facilities if you require them. These may not be immediately available, so we may have to make an appointment for you at a later date.

• Ensure that your issue is dealt with fairly and efficiently by a trained member of staff.

If you wish to compliment, comment or complain about us we will:

• Let you know how to do this and value your opinion.

• Reply to you fully within 10 working days. If we cannot respond fully in that time we will tell you who is dealing with your enquiry and when you can expect a full response.

• Ensure that compliments are shared with the relevant officers and teams.

If we have not delivered a service to the agreed standard we will:

• Put the matter right within the timescale laid down in the relevant Service Standard.

• Investigate your complaint promptly.

• Send you a written apology when we’re at fault.

• Learn from our mistakes and offer to involve you in, or advise you of, the changes we intend to make as a result of your complaint.

• Provide you with information about making a complaint to a designated complaint panel or the relevant housing ombudsman if you are not happy with how we have handled your complaint.

• Give an overview of customer feedback to the Communications and Equalities Service Development Group for information and comment.

To keep you informed about how well we’re doing we will publish the following performance measures each year:• % of complaints replied to within 10 working

days.

• Average resident satisfaction out of 10 for how we handled the complaint.

• Number of compliments received.

• Details of changes we’ve introduced as a result of customer feedback.

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We will plan services with tenants and be open and honest as to whether they are delivered to agreed standards by:

• Involving tenants in agreeing the standards of the services and policies we provide.

• Being open and accountable to all tenants on every aspect of our performance.

• Keeping our promises, admitting when we are wrong, putting matters right, and learning from our mistakes.

• Working together to an agreed timetable, we (Councillors, tenants and staff members) will complete the tasks we start.

Support the development and activities of all tenant and resident groups by:

• Recognising the right for these groups to exist, consulting with them on a regular basis and taking their views into consideration when making our decisions.

• Ensuring that they are adequately funded and providing appropriate training and information for both existing and new members.

• Working with established groups to help them become more inclusive, encouraging new members and working in ways that are more flexible.

Tenant Involvement and Empowerment Service Standard

All our tenants and residents matter to us. Every tenant has the opportunity to work openly with us to influence the services we provide.

Reach out and involve as many tenants and residents as possible in the ways they feel most comfortable with by:

• Recognising that all residents should be consulted in ways that meet their needs.

• Seeking to have a better understanding of who our residents are and what their needs are, particularly those who are “difficult-to-involve”.

• Establishing a group of residents who are prepared to be consulted at home through telephone interviews and written questionnaires (the Stroud Tenant Voice) and providing feedback on the views expressed by the group.

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Keep tenants and residents informed on a regular basis as to what is happening by:

• Publishing the Keynotes magazine four times a year in partnership with tenants.

• Including on our website details of all established tenant and resident groups and any other ways in which people can become involved.

• Supporting a joint editorial panel of residents and officers to ensure that the contents, format and style of all information to residents (including Keynotes) is relevant, clear, readable, unbiased and accessible to all.

Support tenant and resident involvement at a community level in all aspects of their homes and neighbourhood by:

• Encouraging and supporting the preparation of local community action plans.

• Providing a fund to support community involvement and local initiatives, linked to community action plans.

• Working with residents to agree the criteria for the allocation of such funds on a fair and transparent basis.

• Undertaking a comprehensive community development programme.

To keep you informed about how well we’re doing we will publish the following performance measure each year:• The Tenant Services Scrutiny Panel score out of

5 stars for performance against Standards.

Need some help or advice?

Contact usTenant Services – Tenant Involvement

Tel: 01453 754087

Email: [email protected]

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To keep you informed about how well we’re doing we will publish the following performance measure each year:• % of tenants we hold profile data on.

We will monitor diversity by:

• Keeping a record of the diverse make up of our tenants and leaseholders to help us to target and tailor our services to meet their needs.

We will ensure our services are accessible by:

• Making sure our officers are accessible to you at a range of locations throughout the District and that our offices are accessible.

• Using language that is easily understood in your preferred choice of language in our letters and leaflets, and providing written information in Braille, on CD or in large print as required.

We will ensure our services treat you fairly by:

• Making sure that we don’t discriminate against anybody because of their age, disability, gender, religion or belief, ethnicity or race, sexuality or sexual identity.

• Making sure our staff are aware of equality and diversity issues and work towards creating a workforce representative of the local population.

• Monitoring our services, policies and procedures to see whether we are treating all tenants and leaseholders fairly, and adjust them if we find they are not.

Equality and Diversity Service Standard

Recognising and respecting the diverse needs of our tenants and residents we will provide services to meet these needs.

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When you make an application for housing we will:

• On request, provide a guide giving the locations across the district of public access computers and notice boards displaying the weekly property newsletter.

• Provide a summary of our allocation policy and all other supporting information on our website.

• Ask you to register online and provide you with appropriate support should you require any help with the process.

• Send you a letter or email telling you your registration number, the band you are in and your registration date.

• Provide property availability and likely waiting time on the web page under Recent Lets.

• Contact you within 28 working days of receiving your application requesting any necessary verification documents.

• Offer vulnerable households appropriate assistance or contact other support agencies to make sure that they can understand and use the system.

• Reassess your application and update it on the housing register within 10 working days of you making a change in your personal circumstances on your application.

Allocations and Lettings Service Standard

We will provide a fair and accessible allocations and lettings service for all housing applicants. We will work in partnership with Gloucestershire Homeseeker to allocate our homes.

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• Contact you after a year if you have not submitted any bids to check whether or not you wish to remain on the register or need any help with the process.

• Arrange for a formal review of any decision that you are not happy with through the Gloucestershire Homeseeker panel that includes officers from 2 other authorities.

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When you are bidding for properties we will:

• Provide you with a list of locations where the weekly property newsletter is displayed on notice boards across the district.

• Display individual property posters in the foyer at our Ebley Mill offices so that they can be seen when the office is closed and in book format in the reception area at Ebley Mill.

• Allow you to bid online, by dedicated phone line or by text.

• Give you the opportunity to bid on up to 3 properties each week.

• Give you the option to have someone to bid on your behalf, such as a family member, friend, neighbour, carer or support worker.

• Advertise properties weekly on the Gloucestershire Homeseeker website and in a variety of locations throughout the District.

• Provide accurate information about each property advertised.

• Provide simple system instructions to follow when placing a bid and a way to check in My Bids so that you can see that the bid has been successfully placed.

• Provide feedback information in Recent Lets so that you can see the band and waiting time of the successful bidder.

• Provide feedback information in Recent Lets on any property that has been let by a direct match and not been advertised.

• Provide general housing advice if you are not successful to help you understand the level of housing demand in the district and any alternative options.

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When we offer a property we will:

• Make the offer to the first eligible bidder within 3 working days of the advert cycle being closed.

• Arrange for you to look at the property before you sign for the tenancy.

• Discuss any issues relating to the property at the time of the viewing.

We will keep you informed at all times by:

• Providing a weekly summary of recent properties let within 5 working days of the new tenancy starting.

• Making all allocations and Gloucestershire Homeseeker information available in different languages and formats on request.

• Publish Housing Register details twice yearly in Keynotes showing: the number of households on the Housing Register; the bands they are in; and the size of property they want.

• Publish information about lettings we have made twice yearly in Keynotes showing how many properties have been allocated to each band.

• Carrying out an annual customer survey and publishing the results on our website and in Keynotes telling you how we will use the information to improve our services.

• Conducting surveys with all new tenants to ask them about their experience of the allocations and lettings process and use what they tell us to improve our service.

To keep you informed about how well we’re doing we will publish the following performance measures each year:• Average number of applications waiting to be

processed (target is less than 100).

• % of applicants satisfied with the Gloucestershire Homeseeker service.

• % of lettings made to transferring tenants (target is that 25% of lettings will be made to transferring tenants).

• % of lettings made to bronze band applicants (target is that 10% of all properties available in Stroud District to be offered to bronze band applicants).


Contact usTenant Services - Asset Management

Tel: 01453 754089


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We will provide you with information about your rent and service charges by:

• Explaining how much rent and other service charges you have to pay. If you claim benefits we will tell you how much rent you are likely to have to pay each week.

• Writing all our rents and arrears letters in plain language (English or other languages). These letters will be approved by the Communications and Equality Service Development Group before they are used.

• Sending you a rent statement every 12 months and within 24 hours of you asking for one.

• Giving you four weeks notice in writing of any change to your rent (other than Housing Benefit changes).

• Giving you secure online access to your rent account (this will be available in 2014).

• Responding quickly to your notification of any change in circumstances (such as a bereavement) and advise you how this affects the amount of rent you will have to pay.

Rent and other Income Collection Service Standard

We will provide an effective rent and service charge collection that maximises income. We will support tenants and residents who have difficulty paying their rent and service charges.

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Provide you with convenient ways of paying your rent and service charges by:

• Offering you the opportunity to pay your rent in one of the following ways:

• Direct Debit

• Via our website

• Telephone

• Payment kiosk

• Standing order

• Pay point

• Post Office

• Offering advice to tenants to pay rent in ways that reduce our processing costs (for example by Direct Debit or via our website).

• Where we have collected too much rent or service charge income from you, repaying you within ten working days by your preferred method.

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Take a firm but fair approach to recovering rent and service charge arrears and other debts which are outstanding by:

• Being here for you to talk to us if you experience difficulty in paying your rent, service charges and debts.

• Intervening at an early stage to prevent rent or service charge arrears from building up, and making manageable agreements.

• Working with you to claim housing benefit and council tax benefit and provide you with information about other benefits you may be entitled to.

• Directing you to specialist agencies that provide benefits advice.

• Directing you to money advice services that are provided by other agencies.

• Striving to collect as much money owed to us as we possibly can and telling you how we performed.

To keep you informed about how well we’re doing we will publish the following performance measures each year:• % of rental income collected.

• Number of tenants who were evicted for rent arrears.

• Number of tenants supported with additional welfare benefits advice and financial inclusion support.


Contact usTenant Services – Tenancy Management

Tel: 01453 754876


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We will provide you with information about your tenancy by:

• Giving you, and explaining, your Tenancy Agreement and Tenants Handbook that includes a link to our on-line version of the handbook. This includes information about our responsibilities as your landlord and your responsibilities as a tenant.

• If you are an introductory tenant, make an appointment for us to visit you in your new home within 6 weeks of you moving in, to address any concerns you may have.

Respond to requests you have relating to your tenancy by:

• Answering any request you have relating to your tenancy within 10 working days including visiting you by appointment, if you wish to discuss anything about your tenancy.

• Assessing all applications for a mutual exchange within the legal period of 42 calendar days and giving you a copy of the property inspection report.

• Processing and deciding all applications to succeed to a tenancy or assign a tenancy to someone else within 10 working days of receiving the relevant documents.

• Giving you help and information if you want to buy your home through the Right-to-Buy scheme.

Tenancy Management Service Standard

We will deliver an effective tenancy management service to help create homes and places where people want to live.

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Work to ensure that tenants comply with the conditions of their tenancy agreement by:

• Reviewing all introductory tenancies within the first 12 months, before granting a secure tenancy.

• Investigating all breaches of tenancy, introductory or secure and taking the relevant action to address the problem.

• Keeping you informed on progress when you have reported an issue to us until it is resolved. This will include giving you the name and contact details of the person who is dealing with the issue you raised.

• Investigating reports of abandoned properties within 2 working days of being informed about them.

• Referring tenants, who need help and support to maintain their tenancy, to agencies that provide support services.

• Undertaking regular visits to combat tenancy fraud.

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Consult you on any proposed changes to tenancy conditions, listen to your comments and publish any changes that are agreed.

To keep you informed about how well we’re doing we will publish the following performance measures each year:• % of tenants who complained and felt that their

complaint was dealt with satisfactorily.

• % of tenants satisfied with the overall landlord service.

• Number of tenancy fraud cases handled.

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Tel: 01453 754876


Look out for ways to get

involved and have a say about your community

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Coming along to a Service Development Group is a great opportunity to influence and improve the services that you receive

Get involved!We have 4 Service Development Groups that you can get involved in: • Tenant and Resident Involvement• Tenancy Management • Communications and Equality • Assets

These groups take a detailed look at particular areas of our service, including performance, budgets, service standards, policies and procedures for their area of focus. Meetings usually last about 2 hours so come along to a Service Development Group, it’s a great opportunity to influence and improve the services that you receive.If you would like to get involved contact Christine Welsh, Resident involvement and Community Development Co-ordinator for more information on 01453 754164 or [email protected]

Meetings are held at Ebley Mill14:00-16:00 Thursday 19th June 2014Tuesday 19th August 2014 Thursday 16th October 2014 Thursday 11th December 2014

Thursday 19th February 2015• Welfare Reform• Rent Arrears • Tenancy Management• Leaseholder Issues• Tackling Anti Social Behaviour• Tenancy Fraud• Estate inspections and estate

services contract review• Handyperson

Meetings are held at Ebley Mill 10:30-12:30Tuesday 20th May 2014Tuesday 17th June 2014Tuesday 15th July 2014 Tuesday 19th August 2014Tuesday 16th September 2014Tuesday 21st October 2014Tuesday 18th November 2014Tuesday 16th December 2014•Tenant Grant – Helping tenants to get into work• STAR Survey – Tenant consultation on service

delivery quality• Building communities and involvement at our new

development sites• Community Bus• Informal involvement strategy• Community Development Plan• Tenant Involvement Strategy

Meetings are held at Ebley Mill 14:00-16:00Wednesday 21st May 2014Wednesday 25th June 2014Wednesday 30th July 2014Wednesday 17th September 2014Wednesday 19th November 2014 Wednesday 17th December 2014 Wednesday 21st January 2015 Wednesday 18th February 2015• Building New Homes• Empty properties: reducing hard to let properties and major voids• Contracts – meeting the decent homes standard and stroud standard, procuremen• Heating: Fuel Poverty, Renewable Energy• Repairs and Maintenance

Meetings are held at Ebley Mill 14:00-16:00

Wednesday 16th July 2014 Wednesday 17th September 2014 Wednesday 17th December 2014•Customer profiling – understanding our tenant base

•Branding•Leaflets, letters and the website•Keynotes newsletter•Annual report to tenants•Complaints and Compliments

•Access to our services•Disabled adaptations

We will support you when you report an incident to us by:

• Taking your complaint seriously and thoroughly investigating it.

• Treating all information you give us in confidence and in accordance with legal requirements; remaining neutral, open and honest; and being clear about what we can and can’t do.

• Giving you the name and contact details of the member of staff who will deal with your case.

Support you when we investigate your complaint by:

• Responding within 1 working day of your complaint if it involves actual or threats of violence.

• Interviewing you within 5 working days of your complaint.

• Putting the safety of you and your family first. We will offer to meet you in an accessible, private and safe environment.

• Giving you advice and guidance so you can make your own decisions.

• Working with you to agree an action plan and monitor this on at least a monthly basis, or with greater frequency in more serious cases.

Anti-social Behaviour Service Standard

We will not tolerate behaviour which might disturb or intimidate you or spoil your quality of life, the peaceful enjoyment of your home and surrounding area. We will encourage people to report incidents they experience or witness. Working together with other agencies we will tackle these problems.

• Providing you with appropriate support, working with our partners and other agencies, including the police.

• Considering the full range of criminal and civil legal actions that may be taken against the individual(s) or group causing the problem.

• Arranging for the installation of noise monitoring equipment in the case of complaints of persistent noise nuisance.

• Providing observation sheets with guidance on recording the details of incidents. We will regularly review this information and agree on what action can be taken.

• Providing advice on evidence collection and the different forms of media that are acceptable.

• Arranging for any abusive, obscene or threatening graffiti to be removed within 1 working day.

• Offering you security improvements if your personal safety is at serious risk.

• Re-housing you if it is deemed by the police not possible for you to remain in or return to your home.

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• Identifying with you any other support needs you may have and discuss how these might be addressed.

• Offering to transport and escort you to and from any court hearings if you are required to attend to give evidence.

• Providing you with support while you are at court by making sure you feel comfortable and protected, if you are either a victim or a witness.

• Referring you to Victim Support, should you require it.

Treat you fairly if a complaint is made against you by:

• Speaking with you within 10 working days of the complaint being made*.

• Informing you of the allegations being made against you and listening to your response*.

• Giving you the opportunity, if appropriate, to rectify your behaviour and get support*.

• Letting you know how we believe you have breached your tenancy or leasehold agreement.

• Discussing with you options such as an Acceptable Behaviour Contract, mediation or other possibilities, before taking formal legal action*.

• Providing you with written notice of any legal action we intend to take against you and the reasons for that action*.

• Advising you on the likely outcome if the case is proven.

*Except where there is violence or the threat of violence involved, in which case we will consider taking immediate legal action without notice. In this event you will have the opportunity to state your case in court.

To keep you informed about how well we’re doing we will publish the following performance measures each year:• Number of anti-social behaviour cases reported

during the year.

• Number of anti-social behaviour cases satisfactorily closed during the year.

• % of anti-social behaviour complainants/victims satisfied with how we handled their complaint.



Tel: 01453 754876


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We will undertake a schedule of estate inspections which will:

• Include all of the areas where we own homes and garage sites at least once every 3 months (monthly on larger estates) to make sure standards agreed with tenants, residents and other partners are being met.

• Give all tenants and residents advance notice of inspections by publishing their dates in advance and promoting inspections on communal notice boards.

• Inspect communal areas within blocks of flats at least once a month to ensure that they are safe and clean.

• Provide feedback on the issues raised and actions taken following estate inspections provide those who attend with a copy of the inspection report and publish a copy on the communal notice board.

Consult you about environmental improvements or regeneration projects on your estate:

• Involve you in decisions on the future use of spaces and grassed areas.

• Consult you when the cleaning and grounds maintenance contract comes up for renewal in 2015.

Estate Management Service Standard

We will deliver an estate management service to create communities our tenants and residents are proud to live in.

Carry out work on our estates to ensure that they are safe and in a good condition. This includes:

• Carrying out repairs to communal areas in accordance with our Repair Response times – within 24 hours for an emergency; 5 days for urgent repairs; and 20 working days for routine jobs.

• Carrying out a planned schedule of works to communal areas.

• Removing any dangerous or substantial accumulations of litter on our land within 24 hours of identifying the problem or receiving a complaint. We will remove all other litter within 5 working days of identifying the problem or receiving a complaint.

• Working with other Council Departments, Gloucestershire County Council and other partners to:

• Investigate and resolve issues relating to abandoned vehicles within 28 days which may, in some cases, result in removal.

• Maintain communal grassed areas, footpaths, roads, street lighting, sewers and drains.

• Keep the communal areas of blocks of flats clean and tidy.

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• Removing any obscene or offensive graffiti within 1 working day and all other graffiti within 5 working days.

• Carrying out repairs to communal aerials and CCTV cameras within 2 working days.

• Consider estate design, lighting, fencing and any other features which can help to improve appearance, minimise anti-social behaviour and make your place pleasant.

• Making sure gardens in empty Council owned properties are kept tidy.

• Quickly deal with any pest infestations within communal areas.

• Trimming or removing trees that are hazardous within 28 days of being notified, unless the trees are protected by a Tree Preservation Order in which case an application to the Council’s planning department must be made prior to works commencing.

• Carrying out appropriate repairs to garages and their sites.

Ensure that tenants and residents do their bit to maintain the quality of the environment by:

• Making sure that the occupiers of former Council homes maintain their gardens, where covenants allow.

• Making sure that tenants and leaseholders keep communal areas in blocks free from rubbish.

• Reinforce this when we sign up new tenants, at estate inspections and in our feedback.

• Promoting community events and encouraging community spirit and pride.

• Investigating any breaches of Tenancy Agreements, making sure that tenants:

• Maintain their gardens and hedges, keeping them tidy and free from rubbish.

• Dispose of household, garden and recycling waste properly.

• Park vehicles in proper parking spaces or on driveways with a dropped kerb crossing.

• Do not allow dogs to roam the neighbourhood or foul in public places.

To keep you informed about how well we’re doing we will publish the following performance measures each year:• Your percentage rating of the joint estate

inspection.

• 10/10 satisfaction of new tenants with the service received.

• % of residents who are satisfied with their neighbourhood as a place to live.



Tel: 01453 754876


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We will understand our tenants’ and residents’ needs and listen to their requests by:

• Carrying out customer profile surveys and encourage tenants to let us know about any disabilities or vulnerabilities that they have.

• Matching information against data we hold about property type and existing adaptations to help us get information to the people who need it, as well as to help us allocate homes better.

• Communicating information about support and services that are available.

We will tell you about the referral and assessment process by explaining:

• All referral requests should be made through Gloucestershire Community Health and Social Care on 01452 426868, who will tell us if your request is Fast track (under £250) and minor works (£250 - £1000) or major adaptations (over £1000)

• For fast track and minor works our contractor will complete the work within 10 working days.

• For major adaptations (over £1000), a visit by an Occupational Therapist will be arranged to assess your needs.

Aids and Adaptations Service Standard

We are committed to ensuring that tenants can live comfortably and independently in their homes for as long as they choose. This helps the continuation and improvement of the health and well-being of our tenants.

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• Once we receive a referral from the Occupational Therapist, one of our officers will visit you to assess your property and see if the adaptations recommended are reasonable and practicable. This officer will be your dedicated point of contact throughout the rest of the process.

• During both visits, your needs will be discussed and solutions considered with you.

• The Occupational Therapist and our Officer will be able to give you information about other support services that are available to help you.

• Following our visit, we will let you know in writing whether your request has been approved or not.

• If your request is approved, we will provide advice on next steps and assist you in completing the means testing form (if applicable).

• If your request is declined, you will be told why and further consideration can be given to other options which are available to you.

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We will aim to make sure that you wait no longer than 26 weeks for your adaptation to be completed and that you are kept informed throughout the process by:

• Letting you know which contractor will be carrying out the work.

• Arranging with you for payment of any contribution that you need to make towards the cost of the adaptation.

• Our contractor contacting you to agree when work can be started and how long it is expected to take.

Ensure that you receive a thoughtful and respectful service from our contractors which is mindful of your needs by:

• Working with our contractors to raise their awareness of the varying difficulties experienced by our disabled tenants, so they can take these into account when they are working in your home.

• Discussing with you the disruption that will take place in your home and agree the best way to approach the works to minimise any disturbance to your comfort, peace of mind and well-being.

• Ensuring our contractors promote our culture which values diversity and equalities of opportunity.

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Contact usTenant Services – Asset Management

Tel: 01453 754077

Check with you that you are satisfied with the work that has been done in your home and that it meets your needs

Service and maintain the adaptation installed as required

To keep you informed about how well we’re doing we will publish the following performance measures each year:• % of tenants satisfied with the aids and

adaptations service.

• % of adaptations delivered within timescale.

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We will provide a gas serve that:

• Gives you peace of mind with an annual safety certificate for your gas heating system. It is very important that you give us access to your property for this appointment so we can make sure your appliances are safe.

• Gives you a copy of your gas safety certificate.

• Responds within 1 working day to an emergency call out, within 5 working days for urgent repairs, and 20 working days for routine repairs.

• Gives you temporary heating and offers assistance with the running cost, should your heating break down.

We will replace inefficient heating and:

• Provide a planned programme of works to renew heating systems & boilers and install gas and renewable energy systems.

• Publish details of our planned maintenance and improvement programme each year.

• Take a holistic view of your property and design the right system for your home including insulation to maximise efficiency.

• Involve you in the design and layout of your new heating system.

Energy Service Standard

We will provide you with a warm dry home and a safe heating systems of a good standard and condition. We will provide day-to-day heating maintenance, a cyclical programme of safety checks and a planned programme of new heating installations.

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• Notify you in writing when work will be taking place, and by whom.

• Provide the best quality products and services whilst maintaining value for money.

• Plan, order and group work to achieve best value for money and help reduce our carbon impact.

• Renew your boiler and heating system when they become old and getting parts becomes difficult.

• Improve inefficient heating in communal areas.

• Ensure we educate you about your heating system and how to run it efficiently.

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We will provide a renewable energy heating service that:

• Gives off-gas properties a comparable heating system to properties with gas.

• Improves the energy efficiency of your home.

• Is customised to you and your home.

We will provide Electrical and Energy Efficiency services that:

• Test the electricity supply once every 10 years.

• Give you an energy efficiency certificate (EPC) SAP rating of your home when we let it to you.

We will provide contractors who will:

• Wear a recognisable uniform, and carry an identity card which they will present to you.

• Be qualified for the work they have been called out to do.

• Treat your home and possessions with respect.

• Treat you in a courteous and respectful manner.

• Let you know when they have completed the work and are leaving your home.

• Leave a calling card if you’re not in when they call, giving you our contact details.

• Work safely in your home, and advise you of any hazards whilst they are working.

• Leave your home clean and tidy following completion of the work.

Ask you what you think of our services and use what you tell us to help improve those services.

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Tel: 01453 754077


To keep you informed about how well we’re doing we will publish the following performance measures each year:• % of Gas safety checks passed.

• % of Tenant satisfaction with heating installation.

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We will provide you with accurate information about your responsibilities by:

• Giving you an information pack that explains your lease, your rights and responsibilities.

• Making sure your service charge bill is accurate and fair.

• Sending you a service charge bill either annually or 6 monthly, depending on the terms of your lease.

• Consulting you on any major work that we plan to undertake to the building that will cost you more than £250.

• Consulting you on any long-term agreements (more than 12 months) for work, supplies or services that will cost you more than £100 per year.

• Giving you a dedicated contact number to query service charges and respond within 10 working days of any request.

• Offering you a range of ways to pay your service charge bills.

• Keeping you up to date and consulting you on major issues that affect your lease.

Leaseholder Service Standard

We will provide a high quality service for leaseholders which recognises their needs are different to those of tenants.

Provide you with the opportunity to contribute to service improvements by:

• Taking part in the leaseholders’ forum.

• Encouraging leaseholders to play an active part.

• Listening to what leaseholders tell us about the services we provide.

• Telling you how your views have helped influence our decisions.

To keep you informed about how well we’re doing we will publish the following performance measure each year:• % of leaseholders satisfied with the service.

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We will provide a home that is clean by:

• Deep cleaning your new home including: kitchen units, cupboards, drawers, work surfaces, tiled areas, grouting and sealant, walls, ceilings, fixtures, fittings, insides of windows, window sills, ledges, radiators, door frames, handles, picture rails, skirting boards, fire surrounds and all bathroom and toilet sanitary ware including pipe work.

• Removing all carpets and floor coverings, unless you asked us to keep them. Where pets have been kept in the past, carpets will always be removed.

• Cleaning all floors.

• Ensuring the property will be free of damp, mould growth and infestation.

• Removing all rubbish from the property, loft, garden(s), shed and bin store.

• Sweeping all paved areas around your home including the drive and path.

Provide an acceptable standard of decoration, fixtures and fittings by:

• Ensuring the kitchen and bathroom sinks have a plug with a chain and sealant that is serviceable.

• Checking there are at least three rows of tiles above the kitchen and bathroom sinks and bath where possible.

• Checking the toilet is fully working, has no cracks, is securely fixed, and has a new secure seat and flush handle or chain.

Lettable Service Standard

We will ensure that the homes we let are of a good standard and are places where people want to live.

• Replacing the shower curtain if the property has a shower area and ensuring it is fully tiled. Ground floor showers will not be removed.

• Ensuring there is a space for a cooker with one electric cooker switch and space for a fridge freezer and a washing machine where possible (unless laundry facilities are provided).

• Leaving fixtures and fittings from previous tenants in good working order (although these will be your responsibility).

• Ensuring walls and ceilings are sound and free from loose plasterwork.

• Removing polystyrene ceiling tiles from the property.

• Removing artex ceilings with an unacceptable asbestos coating (acceptable ones will be left).

• Giving you redecoration vouchers if your new home does not meet the Stroud standard for decoration, when you sign your tenancy (in exceptional circumstances with supporting evidence, we may decorate your property).

• Redecorating sheltered units and giving you a choice of colours unless the decoration is in good condition.

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We will provide safe energy systems by checking:

• The electrical supply in line with the National Inspection Council for Electrical Installation Contracting (NICEIC) inspection procedure.

• All sockets, switches and fittings comply with the decent homes standard.

• Each room (except the bathroom, toilet and storeroom) has at least one plug socket.

• All water supply pipes are intact and the drainage system operates effectively.

• There is a supply of hot and cold water to the kitchen and bathroom.

• The water stopcock is in an accessible location. We will show you where it is and how to use it.

• Any gas supply and gas appliances have been tested in line with current gas safety regulations to make sure they are in safe and working order. We give you a copy of the landlord’s gas safety certificate at the sign-up.

• The emergency control valve to turn off the gas supply is in an accessible and safe location. We will show you where it is and how to use it.

We will provide a safe and secure home by:

• Ensuring all windows are secure, open and close properly, are fully glazed and have a window retaining an emergency opening facility.

• Ensuring external doors are secure, serviceable and safe.

• Making sure the staircase is securely fixed and safe and incorporates a handrail for the length of the staircase.

• Levelling the floor and making it safe where walls have been taken down.

• Ensuring boundary walls and fencing to the road and public footpaths are safe and complete.

• Ensuring paths, steps and driveways are stable and safe.

• Removing external structures such as sheds, greenhouses and similar outbuildings unless they are in good condition and you ask us not to – in which case they will become your responsibility.

• Cutting back overgrown shrubs and hedges.

• Ensuring guttering and downpipes are intact, firmly attached and free from leaks.

• Locating a hard wired smoke detector at your property.

• Sweeping all functioning chimneys, if your home has solid fuel.

• Supplying you with a copy of the asbestos report for your property at sign up.

• Carrying out radon gas checks in your property and informing you of the outcome.

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When you move in we will:

• Give you a Tenants Handbook to make sure you are aware of your and the Council’s rights and responsibilities.

• Give you a welcome pack.

• Provide you with a gas safety certificate for your new home.

• Provide you with an electrical safety certificate for your new home.

• Provide you with an energy performance certificate for your new home.

• Give you a copy of the asbestos report for your new home.

• Send you a Radon tester within six weeks to measure Radon levels in your home.

• Give you an instruction manual for your heating system.

• Ask you whether you have any particular needs that might affect your ability to fully use your new home, and undertake minor works to adapt your home.

After you move in to your new home we will:

• Visit you within 6 weeks after your tenancy started to see how you’re settling in and give you more information about our services and about your neighbourhood.

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Tel: 01453 754077


To keep you informed about how well we’re doing we will publish the following performance measures each year:• Empty homes turnaround time in days.

• % of properties let at first offer.

• % of new tenants satisfied with the service received.

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We will provide a planned maintenance service that:

• Publishes details of our planned maintenance and improvement programme each year.

• Notifies you in writing when work will be taking place, and by whom.

• Involves you in the design and layout of your new kitchen.

• Offers you a choice of colours and styles of your new kitchen.

• Offers you a choice of floor colours in your new bathroom.

• Includes an over-bath shower in each new bathroom.

• Offers you the option of a level access shower on the ground floor, or shower tray at first floor, if you struggle to get in and out of the bath.

• Offers you a choice of colours and styles for your new front door only.

• Provides the best quality products and services whilst maintaining value for money.

• Plans, orders and groups work to achieve best value for money and helps reduce our carbon impact.

Planned and Cyclical Maintenance Service Standard

We will ensure that all our homes are of a good standard and remain in good condition. We will provide planned and cyclical maintenance services that achieve high standards of quality, safety and tenant satisfaction.

We will provide a cyclical maintenance service that:

• Publishes details of our cyclical works programme each year.

• Advises you in writing at least 3 weeks before work is scheduled to be undertaken to your home.

• Provides you with a choice of colours for your external paintwork.

• Provides you with a choice of colours for your internal paintwork if you live in sheltered accommodation.

Our contractors will:

• Wear a recognisable uniform, and carry an identity card which they will present to you.




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• Work safely in your home, and advise you of any hazards whilst they are working.

• Leave your home clean and tidy following completion of the work.

Ask you what you think of our services and use what you tell us to help improve those services.

Engage with our leaseholders:

• We will consult with our leaseholders before commencing major works and long-term contracts, except where works are very urgent (e.g. on the grounds of safety).

• We will comply with the requirements of The Commonhold and Leasehold Reform Act 2002.

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Tel: 01453 754077


To keep you informed about how well we’re doing we will publish the following performance measures each year:• % of tenants satisfied with our cyclical

maintenance service.

• % of tenants satisfied with our planned maintenance service.

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We will provide a responsive repair service that:

• Allows you to report emergency repairs to us 24 hours a day, every day.

• Attends and makes safe all emergency repairs within 24 hours of them being reported. We will complete any follow up work by appointment.

• Completes urgent repairs within 5 working days from the date you report them. We will offer you an appointment and confirm this by phone, text or email. To remind you of your appointment we will send you a text, email or phone you the day before.

• Completes routine repairs within 20 working days from the date you report them. We will offer you an appointment and confirm this by phone, text or email. To remind you of your appointment we will send you a text, email or phone you the day before.

• Lets you know, by phoning you, if our contractor is unable to make the appointment we’ve arranged with you.

• Completes all repairs during the first visit. Where this is not possible the contractor will arrange another appointment to complete any follow up work.

• Leaves your home in a clean and tidy condition after carrying out repairs.

• Returns within 5 working days if you’re not completely satisfied with the quality of your repair.

Repairs and Maintenance Service Standard

We will ensure that all our homes are of a good standard. We will provide a responsive repairs service that achieves high standards of quality, safety and tenant satisfaction.

• Recharges repairs to tenants when they are the tenant’s responsibility.

• Ensures an insurance assessor is appointed, if accidental damage over £500 is caused to your property while repairs are being carried out. If the damage is less than £500 we will liaise with the contractor to ensure that you are compensated.

• Consults with all affected leaseholders before we start repairs to communal areas, unless the work is minor or an emergency repair.

• Gives you a copy of the Tenant Handbook which explains how to report your repair to us.

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Our contractors will:

• Wear a recognisable uniform and carry an identity card which they will show you.





Ask you what you think of our services at least once a year and use what you tell us to help improve those services.

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Contact usTenant Services – Repairs

Tel: 01453 754852


To keep you informed about how well we’re doing we will publish the following performance measures each year:• % of tenants satisfied with our responsive

repairs service.

• % of responsive repairs completed within timescale.

• % of repairs completed at the first visit.

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If English is not your first language and you need a translation, we can get one for youPolish: Jeżeli język angielski nie jest Twoim językiem ojczystym i wymagasz tlumaczenia, możemy to zapewnić.Portuguese: Se o Inglês näo é a sua lingua materna eprecisa de uma traduäo, nós podemos obtê-la.

Useful Contacts

Repairs 01453 754852 Option 1 (new repair) Option 2 (Lovell)

Lovell Ext no.s 4103, 4104, 4105

Out of Hours Emergency Service 01453 222104

Housing Officers 01453 754876

Rent Payment over the phone 01453 768100

Planned Maintenance & Disabled adaptations 01453 754077

Anti-social Behaviour 01453 754168

Housing Advice 01453 754078

Housing Benefit 01453 754054

Council Tax 01453 754865

Planning 01453 754442

Public spaces 01453 754424

Stroud District CouncilEbley MillEbley WharfStroudGL5 4UBTel: 01453 766321

Documents

Tenant Services Service Standards · workforce representative of the local population. • Monitoring our services, policies and procedures to see whether we are treating all tenants