Local Service offers

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 Our Local Offer

The Homes and Communities Agency (HCA), who are our regulator have introduced new national standards against which they assess how we are performing as a landlord. One of the requirements is that we develop with residents some local service offers around these six national standards.

The six National Standards cover:

  • Tenant involvement and empowerment - which covers  customer service, choice and complaints,  involvement and empowerment and understanding and responding to diverse needs of tenants

  • Home – which covers the quality of our homes and repairs and maintenance

  • Tenancy – which covers how we allocate our homes, rent and tenure

  • Neighbourhood and community – which covers neighbourhood management, local area co-operation and anti-social behaviour

  • Value for money

  • Governance and financial viability

Over the last 12 months we have been working alongside our tenants to develop the local service offers. We already had Service Standards in place that set out the level of service that our customers can expect from us, so we developed these and listened to what services tenants would like and made any changes that were needed. The new refreshed service standard offer is now set out below and is applicable to all our residents.

Our performance against the offers is monitored and reported to residents in our newsletters, on our website under 'Our Performance' and in the Annual Report to Tenants. We have also set up a Resident’s scrutiny panel whose role is to monitor and report on our performance.

If you would like any further information on service standards and our offer then please contact us.

If you would like to know more about the HCA go to our resident involvement section and then click on the bigger picture, or alternatively go direct to their website   http://www.homesandcommunities.co.uk/

PDF File Service standards leaflet (1953 KB)