Tenancy management service standards

When managing tenancies we will:

Offer starter tenancies to most new tenants
Regularly update our tenancy agreements
Provide you with information on rights and obligations
Deal with breaches of tenancy professionally and efficiently
Only seek possession of a property as a last resort
Generally grant joint tenancies to two or more adults who apply jointly for housing
Respond to reports of abandoned properties within 5 working days
Grant more rights to succession than those required by law
Allow assignment to people who would be entitled to succeed to the tenancy

Visit you at least once every three years
Give you 7 days notice in writing before undertaking the visit
Ensure that any problems raised by you are recorded, follow up visits made and action is taken to resolve the problem
Visit all new residents within the first four weeks of the date their new tenancy starts
Provide you with the details of your housing officer
Let you know if your housing officer changes

Not unreasonably withhold permission for you to mutually exchange
Arrange an inspection of your property within 28 days of receiving a mutual exchange application form
Respond to other landlords’ requests for information promptly and respond to requests for information within 10 working days
When managing your request to make improvements we will:
Give you our decision about alterations or improvements in writing within 28 days
Not unreasonably withhold our permission for improvements or alterations
Not increase your rent as a result of any improvement or alteration that you do yourself

Recording the number of home visits undertaken
Undertaking regular checks of files to ensure procedures are adhered to
Regularly asking you whether we are meeting them. This may be through surveys or other ways of asking your views
Undertaking mystery shopping