Tenancy Management Service Standards
We aim to be a proactive tenancy and estate management service, focusing on practical ways to prevent complex issues arising, relating to tenancy or behaviour issues, including nuisance behaviour, safeguarding concerns, vulnerability triggers and other tenancy breaches that requires a “case management” approach to resolve the presenting and underlying issues to sustain tenancies. The estate management functions deliver a positive service, which will ensure our properties and estates are places where people want to live in, are safe, clean and well maintained.
We are committed to:
- keeping your safety and wellbeing our top priority
- supporting you to live well and safely within your home
- providing you with support and signpost you to the relevant support services whenever you need it
- investigating tenancy breaches and taking appropriate action
- ensuring your tenancy records are as up to date as possible, including who is living with you
- supporting you with ending your tenancy if you choose to move
- acknowledging you within 5 working days of your request
- providing you with a written response within legally set timeframes where applicable
- providing you with a written response within 10 working days to your tenancy management requests following receipt of all relevant information to enable a decision. Examples are, Joint tenancy requests, Succession requests and requests for permissions / alterations.
- ensuring you know exactly what information is required for each request.
- ensuring the area that you live is monitored and maintained
To meet our commitments, we will:
- always provide a service consistent with the customer service standard
- aim to visit you every 3 years or where a need is identified to complete a home check and offer to share the outcome of the home check with you
- following the home check, if another visit is required, for example for the installation of an extra kitchen cupboard, an inspection will be arranged with the appropriate department
- keep you up to date with support services available and referral processes
- complete estate inspections to agreed schedules that are based on the frequency of need for each area, with a minimum of one a year, report isues identified and monitor for completion
- estate inspections will be included in estate inspection annual reports
- ensure all officers receive training relevant to their roles
- review open cases to plan responses within the agreed time frames
- investigate and respond to safeguarding matters within 1 working day
- advise you on terminating your tenancy and the steps you need to take
- contact you if we need to re-arrange appointments
- give you appropriate notice so that you are available for our visit
We ask you to:
- notify us of any change in your circumstances as soon as possible
- allow our officers access to complete home checks
- notify us as soon as possible if you are unable to keep an appointment with us
- provide all information required when completing a tenancy management request
- notify us if you identify any health and safety risks in the area that you live
To measure and improve our service we will:
- send satisfaction surveys following home checks and review responses
- monitor reponse times and address isues identified