Working together to positively impact your life and the home you live in.
We will always treat you fairly and with respect
KEEPING SAFE AND WARM
We will do our best to understand your individual needs and respond to them
We will get things done on time
We will take responsibility and full ownership when you have an enquiry or need something done, until it’s sorted
OUR PROMISE TO YOU WHAT WE ASK FROM YOU
You’re considerate and respectful to our colleagues, your neighbours and people in your community
Tell us if you’re struggling with your rent or any other issues so we can support you, we’re here to help you
Respect your home. If you have an issue, let us know as soon as you can
Let us know if things go wrong, so we can work together with you to put them right
Keep to the terms and conditions of your tenancy agreement
To read more about our promises to you, visit www.forhousing.co.uk/service-standards
We want you to feel safe and warm this winter and to know how to heat your home when the weather gets extremely cold.
For tips on how to stop heat from escaping from your home and for quick and easy things you can do yourself without needing to call an engineer, visit
www.forhousing.co.uk/cold-weather-tips
DAMP IN YOUR HOME
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.
To report damp, visit www.forhousing.co.uk/repairs
Communal Areas Policy
To help keep you and your neighbours safe, we will be introducing a Communal Areas Policy from 1 November 2024. The Policy will make sure all communal areas are kept clean and clear from personal items at all times.
To find out more visit www.forhousing.co.uk/communal areas-policy
REPAIRS RESPONSIBILITIES
As your landlord, there are many types of repairs we’re responsible for. But did you know that there are some repairs you’ll need to take care of yourself?
To find out more visit www.forhousing.co.uk/repair-responsibilities
Reporting fly tipping
Speak to your neighbours to see if the items are theirs and are being collected, if not then...
Or you can complete an online form to report it or use the MyAccount+ app, if the rubbish is on ForHousing land
Or you can report it to your local council, if the rubbish is not on ForHousing land
For more information, visit www.forhousing.co.uk/bins-waste-and-recycling
Scrutiny exercise findings: Noise nuisance
Scrutiny is a group led by tenants who review what we do and why we do it. They decide what needs to change, investigate tenant experiences and work alongside us to make things happen – positively impacting the lives of social housing tenants.
Scrutiny recently looked at noise nuisance and supported us to make positive changes to our services and have their voice heard on your behalf. What we’re doing…
Scrutiny said…
We should introduce a process for hard floor coverings to reduce noise. This should also have flexibility so that ForHousing can deal with it on a case-by-case basis in a way that is fair to all tenants.
We listened and...
We will continue with our current approach with hard floor coverings, on a case-by-case basis, making reasonable adjustments where needed. This will include homes that are waiting for new tenants to move in.
Scrutiny said…
We should communicate more about how we are out and about in neighbourhoods so that tenants can see us on estates.
We listened and...
We will be sharing on social media and in the tenant newsletter the monthly neighbourhood inspections that take place in your areas and what we do during these walkabouts. This will include any issues we see and resolve when we’re out and about in your community.
YOURAREA NEWSLETTER
If you would like to read more about Scrutiny’s findings, more ways we have listened and learned from this exercise and other recommendations, visit www.forhousing.co.uk/scrutiny-exercisefindings-noise-nuisance
We want you and your neighbours to feel safe in your homes, and to respect each other’s spaces. We understand at times living in flats with shared areas can be challenging.
To respect your neighbours and keep each other safe we ask that you please:
• Make sure doors are closed when you enter or leave
• Do not buzz your neighbours on the intercom to be let in
• Avoid propping open doors
• Keep areas outside your home clear, this includes shoes, prams or ornaments
• If you see something suspicious, report it
• Take rubbish outside straight away and make sure bags go in the bin, and the lid remains closed
to help you in the short-term Swap your home with another tenant using HomeSwapper
Together
with Tenants Charter How are we performing? April – June 2024
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 charter
Here’s a breakdown of how we are performing in year two, quarter one 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
75.2% of tenants are satisfied that we listen to your views and act upon them
78.8% of tenants are satisfied that we keep you informed about the things that matter to you
85.5% of tenants agree that we treat you fairly and with respect
35 seconds is the current average speed of answering tenants’ enquiries
ENVIRONMENT & NEIGHBOURHOOD
73.2% of tenants are satisfied that we keep communal areas clean and well maintained
77.3% of tenants are satisfied that we make a positive contribution to neighbourhoods
REPAIRS & ASSET MANAGEMENT
98.7% of damp repairs completed year to date within target
98% of repairs completed on the first visit
81.3% of tenants are satisfied with repairs
INFLUENCE & ACCOUNTABILITY
98.9% is the proportion of stage one complaints responded to within the Housing Ombudsman’s complaint handling code timescales
100% is the proportion of stage two complaints responded to within the Housing Ombudsman’s complaint handling code timescales
41.4% of tenants are satisfied with our approach to handling complaints
33.8% 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, our target is 10%
80.8% of tenants are satisfied that their home is safe
76.4% of tenants are satisfied with our approach to handling anti-social behaviour
100% of lift inspections are carried out within statutory timescales
73.9% of tenants are satisfied that their home is well maintained
