• Over the phone, contact us on 0300 123 5522
• By letter, addressed to ForHousing, 52 Regent Street, Eccles, M30 0BP
• On the MyAccount+ app
You can find out more about how to make a complaint on our website at
www.forhousing.co.uk/complaintsand-feedback-2
GOVERNMENT SUPPORT AVAILABLE THIS WINTER
Tenant app to help
There is government financial support available this winter. This includes Warm Home Discount, Cold Weather Payment and more.
Report anti-social behaviour
• Call 0300 123 5522
Visit our website to find out more about the schemes www.forhousing.co.uk/governmentwinter-support
• Complete an online form at www.forhousing.co.uk/ contact-us
PREPARING YOUR HOME FOR WINTER
Support Spotlight
We will receive your report
What’s available to you?
We will agree an action plan and investigate
Click
We will implement our action plan and provide support
We will aim to resolve
YOURAREA NEWSLETTER
To find out more about anti-social behaviour and to report it, visit www.forhousing.co.uk/keepingyou-safe-anti-social-behaviour
KEEPING YOU SAFE AND WARM
Free tenant discount app
Did you know…you can now pay money towards your rent with the discounts you receive?
We want you to feel safe and warm this winter and to know how to heat your home when the weather gets cold. For tips on how to stop heat from escaping your home and for quick and easy things you could try if there’s a problem, visit www.forhousing.co.uk/cold-weather-tips
DAMP IN YOUR HOME
Click on any image above to find out more.
If your home hasn’t been properly protected from the weather, this can create damp. You can also get damp in your home if there’s damage to the roof or windows or if the pipes are leaking. If you have damp in your home, it’s important that you let us know so we can fix it as soon as possible.
STAYING FIRE SAFE IN WINTER
To report damp, visit www.forhousing.co.uk/repairs What happens when you report anti-social behaviour?
It’s important to know how to keep your home fire safe. There are things you can do prevent and stop potential fires from happening in your home especially when using different types of heating methods.
To find out more about winter fire safety, visit our website www.forhousing.co.uk/ keeping-your-home-fire-safe-this-winter
charter
hasQuarter2performance nowbeenpublished
Our performance is on or above our targets Our performance is heading in the right direction to reach our targets We still have lots to do, and our teams are working hard to reach our targets
INFLUENCE
&
ACCOUNTABILITY
Here’s a breakdown of how we are performing in year two, quarter two against the promises we set out in the Together with Tenants Charter. You can see we’re on track in some areas and haven’t got it quite right in others.
COMMUNICATION & VISIBILITY
73.6% of tenants are satisfied that we listen to your views and act upon them
78.4% of tenants are satisfied that we keep you informed about the things that matter to you
85.4% of tenants agree that we treat you fairly and with respect
1 minute and 21 seconds is the current average speed a call is answered
ENVIRONMENT & NEIGHBOURHOOD
71.2% of tenants are satisfied that we keep communal areas clean and well maintained
76.7% of tenants are satisfied that we make a positive contribution to neighbourhoods
REPAIRS & ASSET MANAGEMENT
99.3% of damp repairs completed year to date within target
92.2% of repairs completed on the first visit
78.5% of tenants are satisfied with repairs
visit www.forhousing.co.uk/how-we-are-performing Together with Tenants Charter How are we performing? July – September 2024
99% is the proportion of stage one complaints responded to within the Housing Ombudsman’s complaint handling code timescales
98% is the proportion of stage two complaints responded to within the Housing Ombudsman’s complaint handling code timescales
44.1% of tenants are satisfied with our approach to handling complaints
43.1% of tenants are satisfied with our complaints service
SAFETY
100% of homes have completed gas safety checks
99.8% of homes have had electrical installations
100% of homes have had asbestos management surveys carried out
100% of homes have had a valid fire risk assessment
100% of homes have a valid legionella risk assessment
79.8% of tenants are satisfied that their home is safe
75.2% of tenants are satisfied with our approach to handling anti-social behaviour
100% of lift inspections carried out within statutory timescales
75.2% of tenants are satisfied that their home is well maintained
