Our Commitment

 We will:

• go with you to view a property that you have been offered
• provide you with a welcome pack and residents’ handbook and fully explain your tenancy conditions when you sign up
• respond to tenancy enquiries made by telephone within one working day, to enquiries by email within five working days and to written enquiries within 10 working days
• tell you what you need to know about re-connecting gas and electricity supplies
• visit you within the first six weeks to ensure that you are settling into your new home and answer any questions you may have
• Always try to arrange appointments that are suitable for you and get to appointments on time. If we ever need to cancel an appointment we give you one working day’s notice tell you why we had to cancel and rearrange the appointment
• Investigate suspected abandoned properties within five working days of it being reported
• If you are out when we visit, we will leave a card with our contact details
• conduct estate inspections and inspect communal areas at least every three months to ensure that they are safe and clean
• visit you within two working days if you make a serious anti-social behaviour or neighbourhood nuisance complaint.  If we do not think your complaint is urgent we will visit you within 10 working days
• fully investigate any complaint or breach of tenancy agreement within 10 working days and act appropriately
• If you need a signer, interpreter or translator, we will arrange this if you let us know before you come into the office
• inform you what we plan to do about your complaint within two working days of visiting you. We will not close a complaint until we have spoken to the complainant
• give you a written notice of a decision regarding taking over a tenancy within 10 working days
• give you a written decision on any mutual exchange application you make within 42 days of receiving it.