Customer service standards

A housing officer will give all prospective tenants an accompanied viewing of a property and will explain the conditions of tenancy before the tenancy is signed

Housing officers will visit a tenant at home if requested within 21 days where the matter is not urgent

If messages are left for a member of staff to phone a tenant back, they will do so within 24 hours of returning to the office

Tenants receive 4 newsletters per year - they available in other formats such as audio tapes on request

A tenants’ handbook giving information about services is issued to all existing tenants and new tenants upon signing their tenancy

Access to free translation service is provided on request

Tenants will be given at least 28 days' notice of any rent increases

Tenants whose accounts fall into arrears will be notified when arrears are more than 2 week’s rent

A notice seeking possession of the property will be served on tenants whose arrears are more than 6 weeks in arrears

All reports of anti-social behaviour or harassment will be treated seriously and, where possible, confidentially

We will work in partnership with the police and other agencies to curb anti-social behaviour seriously effecting residents on our estates

People wishing to complain about anti-social behaviour will be offered the choice of an interview at their home or at Waterford House, Wokingham

We will investigate complaints promptly and respond within 10 working days

If you are not satisfied with the response, you can ask the Head of Tenants Services for further investigation - again, we aim to respond within 10 working days

If you feel that the complaint has still not been resolved, you can write to the Chief Executive and ask for the complaint to be considered again - a further investigation will take place and a response will follow, if possible, within 10 working days

You can also contact your local Councillor about your complaint who will make sure that it is brought to the attention of the appropriate Council officer

We will consult tenants individually on issues, which affect their home e.g. major repairs or modernisation

We and the tenant representatives have agreed a Tenant Compact that sets out how tenants can become more involved in decisions affecting the service they receive - a copy of the Compact will be sent to all tenants each time it is revised

Give you advice and information on all matters relating to your home and tenancy agreement.
Work with you to resolve housing issues such as complaints of nuisance or harassment that you bring to our attention

Process applications relating to your tenancy agreement such as mutual exchange, succession or right to buy.

Take action to enforce your tenancy agreement if you have breached the terms and conditions.

Consult with you about proposals for improvement schemes and other management issues that affect your home and tenancy agreement.

Monitor cleaning and maintenance services provided in communal areas of flats and take action where agreed standards have not been reached.

Liaise with other Council services on your behalf wherever necessary - work in partnership with other professional agencies and voluntary groups who provide services to you.

Liaise with Tenant Representatives in their area.

The contractor will treat you and your home with respect at all times.

The contractor will carry identification.

You will be offered morning or afternoon appointments for works to be carried out.

We will maintain a free phone line for tenants to report repairs.