Housing Charter and Service Standards

Our Housing Charter

In the provision of housing services*, the Council will:

• Treat you courteously, politely and with respect, in person and on the telephone (and will expect the same in return)
• Investigate complaints thoroughly and respond wherever possible within 10 working days or send you an acknowledgement and then respond to you fully as soon as possible
• Explain and give advice promptly on any housing matters
• Consult you on matters that significantly affect you
• Seek to provide high standards of service to you
• Take into account your needs and the needs of others when considering individual housing cases,and the effect decisions will have
• Keep you informed of housing issues
• Manage the use of your rent payments prudently
• Make provision for any special needs you may have when communicating with you
• Treat you equally in accordance with the Equality Act 2010 which targets unlawful discrimination in relation to these characteristics: Age; Disability; Gender reassignment; Marriage and civil partnership; Pregnancy and maternity; Race; Religion or belief; Sex; Sexual orientation. We will also comply with the Equality and Human Rights Commission's Race Relations Code of Practice (Housing), and the Good Practice Standards for Social Landlords on Tackling Harassment. 

* Housing services are provided, in the main, to council tenants, council leaseholders, private occupiers, housing applicants and homeless applicants

Housing Service Standards

Service to customers is at the heart of everything we do. Our Housing Charter and Housing Service Standards set out what we will do, in order to achieve the outcomes expected of us by the Tenant Services Authority (TSA). The TSA is the regulator for social housing in England. The Standards also give full details of all the services that you can expect to receive from us.

Click here to download the leaflet 'Our Housing Service Standards'