Housing service standards


What can you expect

Housing applicants

We will:

  • provide applicants with access to an online housing enquiry and application form 
  • Email you immediately upon receipt of your online application to confirm we have received it
  • assess fully completed housing applications and let applicants know the outcome in writing as soon as possible
  • offer practical assistance with making an online application for housing where requested or appropriate.
  • monitor and report trends and performance in meeting our statutory housing advice, assistance and homelessness duties.


New tenants

We will:

  • provide new tenants with a copy of the Tenancy Conditions with the offer letter and we will be present when they view the property
  • visit new tenants in their new home within 28 calendar days of the start of the tenancy
  • offer new tenants help and advice with paying rent and visit them to discuss claiming benefits (where applicable)


All tenants

We will:

  • give residents a choice of how to pay their rent; swipe card, direct debit, standing order, phone payments
  • send any rent increase letters giving  the statutory 28 days notice
  • assess applications for tenancy support within 21 calendar days
  • provide an internet based mutual exchange service for residents free of charge
  • sheltered housing tenants will be offered an independence plan developed with them within eight weeks of moving into sheltered housing, which tailors support to each individual
  • ask tenants who receive additional help their views about the services provided through surveys and community based events
  • aim to let empty properties within 22  days
  • write to residents on completion of a major works contract inviting their views on the project



We will:

  • send out service charge bills by 1 October each year including a summary of costs and a breakdown of the estimated costs for the current year
  • write to leaseholders (and tenants) on completion of a major works contract inviting their views on the project
  • respond to requests for information from leaseholders, prospective purchasers or their solicitor within 21 calendar days of receipt once the relevant fee is paid