Housing service standards

Housing service standards for tenants and leaseholders

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

Next: Neighbourhood and community