Crawley Homes' tenant newsletter
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Welcome to our newsletter!
It’s been a few years since the last printed edition, and we’ve really missed sharing updates with you in this way. We've heard that you have missed these updates too.
There’s lots happening, and we want to make sure you’re in the loop! Inside, you’ll find news about changes to our service and ways you can get involved to help us grow and improve.
Whether you’ve been a resident for just a few months or many years, there’s something in here for everyone.
What do you think?
We’d love to hear from you. Just scan the QR code to share your thoughts. It only takes a few minutes!
You can:
•book a conference place
•rank what matters most to you when it comes to our services
•give us your feedback on this newsletter
•let us know how you would like to get involved
Inside this time
The Tenants' Conference
New repairs policy
Tenant Satisfaction Survey results
Regulator of Social Housing inspection
Tenant and Leaseholders Action Panel
Making a difference
Let your voice help us shape what we do.
You can also let us know by email or phone. See the back page for details.
Do you have a disability, impairment or sensory loss and need to receive information in a way you can easily understand?
If you do, let us know so we can help and make sure you have access to information in the way you need.
To let us know about your communication needs, email tenantparticipation@crawley.gov.uk text 07393 761666 or call 01293 438257
Your rights as a council tenant
If you have a secure or introductory tenancy with us, you have a number of important rights. These are designed to help you feel safe, respected, and supported in your home.
Your rights include:
• to feel safe in your home
• to live in a good quality home that meets the Decent Homes Standard and is fit for human habitation
• to receive notice before any visits for repairs, maintenance, or inspections. Except in the case of emergencies
• to know how your landlord is performing
• to give feedback – whether it’s a complaint, compliment, or suggestion
• to be treated with respect
• to have your voice heard by your landlord
• to request reasonable adjustments if you have a disability
Alongside your rights you also have responsibilities. These include paying your rent, allowing us access to your home, taking care of your home (and garden), being a good neighbour, asking permission for home improvements and alterations and pets.
Your tenancy agreement and The Tenants’ Handbook contain more detailed information about your rights and responsibilities, including things like rent, repairs and acceptable behaviour.
You can find both documents on crawley.gov.uk/crawleyhomes
Tenant and Leaseholder Action Panel (TLAP)
Join us and become a member. Have your say about Crawley Homes. Help us to make a change.
Meet like-minded tenants and leaseholders and find out more about Crawley Homes. You’ll have the opportunity to scrutinise our work giving valuable feedback on what we get right and what needs to change.
Our sessions are informal, relaxed and enjoyable. You’ll learn new skills and gain confidence.
If you’d like to apply or find out more, contact Ann (chair of the group), through the Resident Engagement Team.
Email tenantparticipation@crawley.gov.uk or call 01293 438434.
We are a supportive group, and we welcome people from all different backgrounds and abilities, and would particularly like representation from young people, and the LGBTQ+ community. We can also provide a taster session so you can try it out.
Getting involved
It’s not all about meetings, there are many ways you can get involved and give us your views.
From completing a survey, visiting a neighbourhood event, joining an online session, attending a one-off workshop, or sending in a suggestion, these are all ways to tell us what you think.
For those with more time, please consider joining TLAP, most of their meetings are held as a mixture of online and in person, so if you can’t get out, but have the technology to join a meeting online, it could be for you.
Together, we can drive change. Find out more on page 5
Crawley Homes Tenant Conference
Saturday, 24 January 2026 10am to 3pm (venue to be confirmed)
Join us in person for a day of workshops, discussions, and meeting others.
• learn about your rights and responsibilities as a tenant
• share your views and help shape future housing services
• meet the Crawley Homes team and local partners
• free entry with lunch provided – all Crawley Homes’ residents welcome although booking is essential
• your voice matters – let’s build a better future
We look forward to seeing you there!
Book your place now
Scan the QR code and complete the booking form.
Email tenantparticipation@crawley.gov.uk
Call 01293 438257 or text Book to 07393 761666.
Tenant satisfaction measures (TSMs) and inspection round-up
Our performance
We collect performance data from our yearly tenant satisfaction survey and from our management data. We submit all of this to the Regulator for Social Housing (RSH).
You can see the results for the full set of measures at crawley.gov.uk/crawleyhomes
The TSMs
The data we submit covers six main areas:
• overall satisfaction with the service
• keeping properties in good repair, decent homes and completing repairs in target times
• maintaining building safety, gas safety and other compliance checks
• respectful and helpful engagement, listening to your views, keeping you informed and treating you with respect
• effective handling of complaints
• responsible neighbourhood management, maintaining communal areas, contribution to the neighbourhood and anti-social behaviour
TSM headline results
Tenants satisfied with the overall service from Crawley Homes
Tenants who are satisfied that their home is safe
Tenants who have received a repair in the last 12 months and are satisfied with the overall repairs service
Tenants satisfied their landlord listens to their views and acts upon them
Inspection
As well as submitting data to the RSH, they inspect all social housing providers. They inspected our service in April this year and the findings follow.
Positive judgement from the Regulator of Social Housing
On 30 July, the Regulator published its inspection report for Crawley Homes, awarding a C2 grade, the second-highest rating. This indicates the Regulator is assured overall that Crawley Homes is meeting national consumer standards, although there are some areas where further work is required.
Inspectors noted we had effective policies and strategies in place and highlighted our work on tackling anti-social behaviour and hate incidents with other agencies. They also noted that there is clear evidence we dealt with complaints fairly, effectively, and promptly.
Areas for improvement include clearer reporting, tailoring of services for residents’ needs, and improving performance reporting against service targets – all of which we have begun addressing.
The inspection, conducted in April, involved meetings with tenants, officers, councillors, and reviews of council documentation and governance meetings. We have welcomed the report, and the grade awarded and we are committed to working with the regulator to make necessary improvements, reaffirming our commitment to providing high-quality housing and services.
What’s important to you?
We want to hear from you!
To help us create meaningful action plans, we need to know what matters most to you. Your feedback helps us focus on the areas of our service that you care about.
Scan the QR code and let us know.
Together, we’re making a difference
Your comments and feedback shape both the small details and the big picture. As you live in our homes, you are best placed to tell us what matters to tenants.
We have many ways for you to give us your views. Visit the resident engagement pages at crawley.gov.uk/crawleyhomes for up-to-date information or scan the QR code.
Surveys
Our satisfaction surveys are a great way for you to tell us what matters.
Our TSM survey showed that the top two things that influence your overall satisfaction are having a wellmaintained home and being treated fairly and with respect.
We also looked at satisfaction by neighbourhood and use this information to inform us where to hold our Big Door Knock and where to run pop up events
Repairs and maintenance satisfaction surveys highlight what's important to you. Positive feedback about the wearing of overshoes, clear communication and respectful attitudes tell us what we need to keep doing.
Complaints
Every one of these is a learning experience and tells us where you feel we have failed to deliver a service and what we could do better.
You can read our Complaint Performance and Service Improvement Report 2024 to 2025 at crawley.gov.uk/housingcomplaints
Events
The annual Big Door Knock
A full day with doorstep conversation in the morning, in a different neighbourhood each year, when staff from all our service areas knock on doors and ask you about our service and the area you live in.
In the afternoon, we hold a community event where you can come and chat, find out more about what we do, and meet people from other agencies, such as community protection, neighbourhood services, AgeUK, Employ Crawley and the fire service.
In 2025 we went to Furnace Green.
Watching council meetings on YouTube
Some council meetings are live streamed and then stored on YouTube.com/crawleybc
You can find out what meetings are taking place and when at democracy.crawley.gov.uk
Pop up events
One-off events in your neighbourhood, to find out more about specific issues or dissatisfaction in a local area. Over the last few months we’ve held them in Wakehams Green Drive, Sunnymead and Wren Court. Talk to your Housing Officer if you think one of these might work for your area.
Neighbourhood inspections
A different neighbourhood every month, a chance to talk to staff before they carry out an inspection of the local area. We’ve had several occasions where maintenance staff have been able to take action on repairs at these events, from roof leaks to minor repairs.
Crawley Homes’ tenant conference
A great opportunity for Crawley Homes' tenants and residents to find out more about our work and performance. Comment on new policies, ask questions directly to our team and meet other like-minded people.
See page 3 to book your place today.
Community information
Community noticeboards in neighbourhood parades are managed by your local councillors. Get in touch with them if you want to place a poster.
We’re trailing noticeboards in blocks of flats to provide you with essential information. So far, we’ve put some up in Furnace Green and Bewbush, and are currently finalising the content.
Let us know what you think should be included. Email tenantparticipation@crawley.gov.uk or call 01293 438257
Digital notice boards at Milton Mount
At Milton Mount flats, one of our higher risk buildings, we've installed digital information screens. These provide time-specific information, messages about communal repairs and local information. We’ll be evaluating them after a few months.
Crawley Homes’ policies
Crawley Homes’ maintenance and repair policy (repairs policy)
Important changes
Updated policy
Your tenancy agreement and tenant handbook say you're responsible for some small repairs. In the past, we may have helped with these, but our updated policy makes things clearer.
From now on, if you ask us to fix something that’s your responsibility, we could ask you to take care of it yourself.
Here are some examples of things you are responsible for:
• toilet seats
• bath and sink plugs
• external locks and keys
• doorbells
• light bulbs, unless part of an enclosed unit
• internal doors
We understand that not all situations are the same. We will of course consider the specific individual needs of members of your household when you report a repair. When you report a repair, we’ll let you know if it’s your responsibility. Discretionary decisions will be made by a senior officer.
This policy also sets out the priorities and response times you can expect for day-to-day repairs.
P1 and P2 Emergency repairs – within 24 hours
P3 and P4 Non-emergency and routine repairs – within 28 days.
Other policies lithium-ion battery operated device policy
Scan the QR code to see Crawley Homes’ Policies on the web
New policy
The outbreak of a fire caused by thermal runaway from a lithium-ion battery is a risk to people and property. These fires are intense and hard to extinguish releasing toxic gases and the chance of an explosion.
Our policy focuses on safe charging and safe storge of mobility devices that use this type of battery. These batteries are commonly found in mobility scooters and e-scooters.
e-scooters are not allowed in Crawley Homes premises.
Gas (and heating) safety policy
This policy details how we will make sure that gas heating systems and other gas appliances, pipes, and (gas fittings) in our tenants' homes are safe.
Crawley Homes' compensation policy
This policy explains what types of compensation or support we can offer when things go wrong. Ways we might make things right, like giving an apology or fixing the issue and when we might offer money as compensation. Each case is considered individually to decide what’s fair and appropriate.
Read our policies
We also have published policies on anti-social behaviour, short-term alternative accommodation, asbestos management, damp and mould, disabled adaptations, electrical safety, fire safety for high rise blocks and enclosed blocks, stock condition and water safety. Visit crawley.gov.uk/tenants or scan the QR code to read our published policies. If you are not online, call us on 01293 438257 to request a copy of any of our policies.
Disrepair claims
Have you been contacted about a disrepair claim?
Claims management companies, sometimes called ‘disrepair claims farmers’ are operating in our area. They may:
• knock on your door or call you unexpectedly
• encourage you to take legal action against us for housing disrepair
• ask you to sign a Conditional Fee Agreement (a type of “no win, no fee” contract)
What you should know
• these companies are not working for or with us
• they may not fully explain the risks or costs involved
• In some cases, tenants have received compensation – but only after large legal fees were deducted
No 'no win, no fee' isn’t risk-free
These agreements can still leave you out of pocket:
• if your claim is unsuccessful or you withdraw, you may still have to pay legal costs
• one of our tenants who withdrew their claim was ordered to pay more than £8,000 in legal costs, and that didn’t include their own solicitor’s fees
Talk to us first
If you’re worried about your home or have been approached about making a claim:
• please contact us directly. We want to help
• we’ll work with you to resolve any issues quickly and fairly without unnecessary stress or cost
• if you’re unhappy with our service, we have a clear complaints process to help put things right Your satisfaction matters to us. We want to make sure you feel safe, supported, and heard without needing to go through legal channels. Please contact us if you have any concerns or questions.
We want to offer a great service to our residents, but sometimes we might get things wrong.
Make a complaint
If we have failed to do something or you are dissatisfied with our service, you can make a complaint.
Fill in a complaint form at crawley.gov.uk/complaints or if you're not online, call our advisors on 01293 438000 and they will fill the form in for you. You can also send your complaint to Complaints, Crawley Borough Council, The Create Building, The Boulevard, Crawley RH10 1DT.
Our complaints process
Stage one
We’ll acknowledge your complaint within five working days. If it’s not a quick fix, we’ll ask how you’d like it resolved and let you know if that’s possible or reasonable. We’ll investigate and send you a response in writing, by letter or email, within 10 working days (or we’ll agree more time).
Stage two
Unhappy with the stage one response? You can ask us for a review. A senior manager will contact you to discuss the complaint and ask how you think it can be resolved. They will then gather information and complete the review. A Head of Service will sign off the review and you’ll get a final written response within 20 working days.
The Housing Ombudsman
Still dissatisfied with our response? You can ask the Housing Ombudsman to review your complaint.
The Housing Ombudsman also provides impartial advice for social housing residents during and after our complaints process has been completed.
Contact the Housing Ombudsman
Housing Ombudsman Service, PO Box 1484, Unit D, Preston PR2 0ET 0300 111 3000
info@housing-ombudsman.org.uk housing-ombudsman.org.uk
For complaints about a neighbour’s anti-social behaviour, contact our Anti-social Behaviour team at crawley.gov.uk/asb or call 01293 438438. For complaints about our service use the above complaints procedure.
Crawley Homes manage council-owned properties and we are your landlord.
Head of Crawley Homes
Oversees the entire service, managing senior managers, making sure we meet the Regulator for Social Housing’s consumer standards, handling stage two complaints and is part of the council’s Corporate Management Team.
Asset Manager
Looks after the long-term management of our homes, covering planned maintenance compliance with safety laws, energy efficiency and disabled adaptations.
Older Persons Services Manager
Responsible for our sheltered housing service, older persons support and our Lifeline service.
Operations and Maintenance Manager
Oversees our day-to-day repairs service, getting empty homes ready for letting, our cleaning and clearance service and garages.
Tenancy Services Manager
Responsible for tenancy management, rent collection, tenancy support, management of our hostels, financial inclusion, leasehold services team and managing our Anti-social Behaviour team.
Policy and Engagement Manager
Working with other teams to engage and consult with tenants about improving and scrutinising our service as well as producing policies, communication with tenants and completing mandatory data returns.
Wates
Useful contact numbers
Crawley Repairs team 01293 438111 housing.repairs@crawley.gov.uk crawley.gov.uk/repairs
Crawley Homes Housing Officers 01293 438000 crawley.gov.uk/housingofficers
Anti-Social Behaviour team 01293 438438 asb@crawley.gov.uk crawley.gov.uk/asb
Neighbourhood Services 01293 438772
neighbourhood.services@crawley.gov.uk
Contact Centre 01293 438000 comments@crawley.gov.uk
A new look for Wates and Liberty Liberty
Wates Property Services (WPS) are the property maintenance arm of Wates Group and carry out maintenance to many of our council homes and WPS now has its own separate logo.
The new logo will gradually replace the old one on uniforms, identification cards, vehicles and letters.
If you or someone you know would like help to understand this newsletter, please email tenantparticipation@crawley.gov.uk or call 01293 438257.
Liberty became part of Wates Group in September 2024 and now have a new logo and branding to reflect this.
You’ll begin to see Liberty staff members in new uniforms and vehicles with this logo as they begin the process of rolling out the new branding. Letters from Liberty will also begin to show the new logo.
What to look out for
Both old and new branding and logos will exist at the same time as the change is rolled out.
To protect yourself against bogus callers, it is essential that you check any operative or council visitor ID. If you are in any doubt about who they are, do not let them in and call us on 01293 438111 to check.