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Our home promise

Our home promise

Home is the most important place in the world - we want to help you keep it secure and well looked after.

We will make sure it is warm and weathertight. You should expect an excellent repairs service for the rent you pay, and we are committed to providing one.

Our Home Promise details our commitment on the level of service you can expect from us in relation to your home, its maintenance, and the investment we will make in improving your home. It covers the following areas:

Your new home

We will...

  • Make sure your new home is clean, safe and ready to move into as quickly as possible
  • Let you know what repairs will be carried out after you have moved into your new home, and ensure you have a named contact person
  • Ensure your repairs are completed within 10 days of your moving into your new home
  • Provide clear information about our 'You Decide, We Provide' decoration scheme when you sign up for a home
  • Provide you with a welcome pack to help you settle into your new home
  • Provide you with support if required
  • Help you to sign up for gas and electricity suppliers
  • Visit you within six weeks of you moving into your new home to make sure everything is okay

Repairing your home

We will...

  • Plan and programme investment in our properties to reduce the need for you to report repairs' requests
  • Provide clear information on which repairs are our responsibility and which repairs are your responsibility
  • Offer a range of contact options that allow you to report a repair in the way that most suits you
  • Ensure our website is easy to use, and that you can report a repair on line
  • Provide appointments at a time that is suitable for you
  • Attend the repair appointments made with you
  • Stock our vehicles so that we can fix your repair at the first visit
  • Multi-skill our workforce to ensure a 'right first time' service
  • Ensure any tradesperson working on our behalf will look after your home while they are in it, and will clear up afterwards
  • Provide a 24/7 emergency repair service where there is a threat of death or serious injury, or further serious damage to the property
  • Ensure that vulnerable tenants (such as the elderly, disabled or those with young families) are never left even temporarily without a source of heating in the winter.
  • Service your gas boiler each year and regularly service any appliances we provide in your home
  • Survey you after completion of a repair to ensure your complete satisfaction, and follow up if you are not happy
  • Listen to your feedback and use this to inform improvements to our service

Keeping you safe in your home

We will...

  • Make sure your home has 'secure by design' windows and doors, is warm and weathertight
  • Ensure all blocks of flats have secure door entry systems
  • Service and maintain CCTV in high-rise flats
  • Make sure all flats have a current fire risk assessment
  • Make sure all communal water systems are free of legionella
  • Provide a planned programme of fencing repairs and replacements
  • Work with you to identify environmental improvements to design out crime and improve the appearance of your estate
  • Work with the police to evict drug dealers from your community
  • Use 'SmartWater' to help you to securely mark your belongings
  • Help you join or set up a local Neighbourhood Watch Scheme
  • Respond effectively when anti-social behaviour is reported on your estate
  • Support the victims of domestic violence and hate crimes

Improving your home

We will...

  • Invest in your home to maintain the decent home standard, ensuring it remains secure, warm and modern
  • Keep you informed about planned improvements, and consult with you on individual choices for your home
  • Improve communal areas and landscaping in our homes for older residents
  • Seek opportunities to install energy efficiency measures, such as insulation, and solar panels to help you keep your home warm and reduce your fuel bills
  • Adapt homes to enable tenants with disabilities to remain living independently in them
  • Consult tenants on what your additional priorities are for major investment in your homes in future years

Tenants' and leaseholders' responsibilities

We ask you to...

  • Keep your home clean and garden well maintained
  • Undertake repairs which are your responsibility
  • Be responsible for insuring the contents of your home
  • Keep any appointments we make with you
  • Allow us to access your property to carry out gas safety, maintenance and tenancy visits
  • Seek permission from us before carrying out any alterations to your home
  • Leave your home clean and in a good standard of repair when you move out