Moving in
We aim to make the letting experience a positive
one to give you the best start possible to your new life in your
new home.
Our commitment:
When a property becomes empty:
- We will aim to let the property as soon as possible.
- We will make sure the property is safe and secure.
- We will carry out Health & Safety checks including
asbestos, smoke detectors, gas & electric installations and
issue safety certificates.
- We will make sure the property is clean.
- We will tidy up the garden.
- We will carry out any small repairs we can see both before you
move in or afterwards, and we will let you know what we need to
do.
- We will ensure all external doors and windows are secure,
lockable, and open / close easily.
- We will ensure the bathroom and kitchen is clean and in good
working order.
When letting the property:
- We will show you round the property you are being offered
before you decide whether to take it.
- We will tell you about any repairs that need to be done and
agree timescales with you.
- We will give you useful information about your new home
including how much it will cost you to live in it when we send the
offer.
- If your new home needs decorating we will give you an allowance
to do it.
- We will give you an Energy Efficiency rating for your property
and show you how to use your heating system economically.
- We will give you a Tenancy Agreement and a Tenant’s
Handbook
- We will visit you within 2 months of moving in to answer any
queries you may have about your home or your tenancy.
- If you need more support we will do our best to give it or to
get it for you.
| Measure |
Target |
Method |
| Customer
satisfaction with moving in process / quality of home |
95% |
Customer
satisfaction survey and complaints/feedback |
| Average / predictable time to re-let our
homes |
30 days by end of 2010/11 |
Quantitative analysis (capability chart
showing end to end time) |
If you are moving into sheltered accommodation:
- We will arrange for you to meet the Sheltered Housing Officer
when you view the property.
- We will talk to you about any support you think you might need
to ensure that the property is right for you.
- We will agree a ’Lifestyle Plan’ with you, including how often
you would like to be contacted / visited.
- We will show you how to use your Emergency Alarm
equipment.
- Where applicable we will show you round the communal facilities
available to you and your visitors.
| Measure |
Target |
Method |
Customer
satisfaction
with sheltered service |
95% |
Customer
satisfaction survey and complaints/feedback |
We are reviewing our Transfer Policy and service which may
change what we currently do. However, in the meantime, when you
request a transfer:
- We will send you an application form together with information
on our Transfer Policy.
- We will visit you within 28 days of receiving your application
to confirm your priority.
- We will explain the points system.
- We will tell you in writing if we refuse your transfer request
and we will tell you why.
- We will write to you once a year to ask if you still wish to
transfer and check your circumstances remain the same to ensure
your points reflect them.
- We will tell you about other routes to getting a move.
| Measure |
Target |
Method |
| Number requesting a transfer |
Less than 8% |
Quantitative
analysis including breakdown by refused/accepted |
| Average /
predictable time from request to transfer to priority
allocation and visit |
Published timescales |
Capability chart showing end to end time for
request to priority allocation and visit |
Meeting the TSA standards for:
Tenancy