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 are broken down into two groups and cover:

Consumer standards

  • 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

Economic Standards 

  • Value for money - which covers how we manage our resources effectively to ensure our viability is maintained.
  • Governance and financial viability - which covers how we adhere to relevant legislation, comply with regulatory requirements & have an effective risk management and internal controls assurance framework in place.

The service standards which set out the service WHA are offering and what residents can expect from us. are set out in the leaflet below.

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 www.homesandcommunities.co.uk/