Housing service standards
The standards that you can expect from our Housing Service.
We are committed to delivering high-quality services at all times. In order to achieve and maintain excellent customer provision in our Housing Service, we have developed a series of service standards in consultation with our tenants and service users.
The standards are split into 4 sections:
- tenant involvement and empowerment
- home
- tenancy
- neighbourhood and community
Although they are not structured in the same way, we have grouped our standards in relation to the specific services we provide, they reflect the specific required outcomes and expectancies of a housing provider detailed in the Regulatory Framework. As detailed in the Localism Act (2011), responsibility for the regulation of the standards is focused at a local level. Performance issues will be resolved by us through our complaints procedures and scrutiny arrangements.
We believe the standards are realistic so you can expect us to meet them. We will use them to monitor the performance of our services so that we can identify any areas that we need to improve.
Where you feel that we haven't met the required level of service, we will provide opportunities for you to tell us.
Contacting the Housing Service
Our Customer Charter tells you the level of service you can expect when contacting the Housing Service.
Complaints, comments and compliments about Housing Services
We welcome all comments about our service and use them to improve the way we do things.
Complaints, compliments and feedback on housing services
Compliments, suggestions and complaints about our other services
Contact us
Housing Service
Uttlesford District Council
London Road
Saffron Walden
CB11 4ER
Tel: 01799 510510
Email: housingadmin@uttlesford.gov.uk
Service standards
Each key service area within our Housing Service has a series of service standards that are adopted and applied in its day-to-day activities. These apply to services we provide as well as those provided by another partner or agency on our behalf.
We will regularly measure our performance against these standards and take action if necessary.
We want to:
- be polite and treat you with courtesy, fairness, honesty and respect
- make sure that our services are accessible to everyone
- listen to you carefully and use plain English when we speak or write to you
- explain our decisions and the reasons for them
- respect confidentiality
How we provide our standards
We will do our best to provide services and information in ways that make them accessible for everyone, including the provision of:
- an interpreter face to face or over the phone, including a British Sign Language (BSL) interpreter
- information in a number of formats on request, for example, audio tape, Braille, large print or an appropriate language, as quickly as possible
- a text phone number - 18001
- public meetings in accessible venues and the use of an induction loop or other suitable system for deaf and hard of hearing people
- our aim is to have contact details provided in all our published documents
Our service standards
Visiting: general standards
If we visit you
If we visit you we will:
- normally agree a time with you in advance and if not, we will be happy to return at another time if our visit is not convenient. If necessary, we will let you know as early as possible if we are delayed or have to cancel the visit.
- say who we are, where we come from and why we are calling. We will show you our identity card before you invite us in.
- give you the opportunity to make a phone call to check our identity before we come in (please do not let anyone into your home unless you know them or have checked their identity).
If you visit us
If you visit us:
- we will aim to see you within 5 minutes of your appointment time. It is very helpful if you arrive a few minutes early and let us know if you are delayed or have to cancel
- if we are delayed, we will explain why, tell you how long you may have to wait and give you the option of coming back on an alternative day and time
- we will provide a clean, tidy and comfortable waiting area, with information about our services and, where possible, facilities for children
- whenever possible, we will provide a place to discuss matters in private, if you wish
Customer service standards
Your responsibilities
We work hard to provide you with the best possible customer service. However we will not tolerate verbal or physical abuse or damage to our properties.
Such circumstances are very rare but our staff are not expected to stay in situations at any time where they feel threatened:
- either verbally or physically
- for their own safety, that of colleagues or members of the public
How you can help us
You can help us by:
- being patient; there are times when we're very busy and you may have to wait to see someone
- providing the information we ask for; if you delay it will take us longer to deal with your application
- telling us straight away if your circumstances change at all
Customer Charter
Our Customer Charter tells you about the standard of service we aim to provide in our day to day dealings with you.
National Rent Standard: April 2020
We comply with the Rent Standard for registered providers of social housing.
Registered providers must set rents from 1 April 2020 in accordance with the Government's Policy Statement on Rents for Social Housing 2019 which can be found on the Ministry of Housing, Communities and Local Government (MHCLG) website.
Specific expectations
Registered providers, such as Uttlesford District Council, must comply in full with all the requirements and expectations set out in this Rent Standard. They must additionally comply with all the requirements and expectations of the Rent Policy Statement on the setting, increase and decrease of rents and service charges.
You can find the full Rent Standard - April 2020 on GOV.UK.
Housing rents service standards
Your rent
We will:
- issue a statement of your rent account at least once a year
- advise you in writing of any change in your gross rent at least 28 days before any change is implemented
- keep you informed of any changes to the service that will affect you
- work with you to improve the rent service by monitoring your comments, compliments and complaints
- if you request a home visit to discuss your rent, we will arrange to see you within two working days
- if for any reason we cannot keep an appointment with you, we will re-arrange an alternative appointment straight away
- offer help and advice on debt management and benefits if you get into difficulty with paying your rent
- provide a range of payment methods to make it easier for you to pay
- charge all heating/sewerage and general service charges in-line with actual costs at all times
Housing repairs and planned works service standards
Routine repairs
The council's repairs service is provided by our partners Uttlesford Norse Services Ltd (UNSL) and also external partners. The repairs service can be accessed by phone, email, letter, or by a personal visit to the Saffron Walden offices.
We will:
- publish our priority times for completion of repairs ranging from Emergencies to urgent and routine jobs. When you contact us we will advise you of what category your repair comes under
- offer appointments for all Emergency, Urgent and Routine jobs and where possible arrange these to suit your requirements. If the first appointment slot is not convenient, we will offer an alternative date. A full list of jobs that can be appointed will be provided on request
- discuss and agree with you acceptable procedures to include the operatives' "Code of Conduct, the "Quality of work" you will be provided, and "Health and Safety guidance"
- carry out "post inspections" on a percentage of completed jobs and publish subsequent results
- work with the Tenant and Leaseholder Panel to identify improvements to the service
- provide an Out of Hours emergency service. However, we will not send out engineers to deal with routine repairs that can be appointed during the normal working day
Visiting your home
We will:
- ensure that all members of staff and contractors display their identification so you can be sure of whom we are at all times
Dealing with planned works
We will:
- discuss with you all proposed planned programmes of work at least a year in advance and review the programme with your consent if changes have to be made
- agree with you how your heating appliances are to be serviced to make sure they are inspected on a yearly basis so they comply with the current health and safety legislation
- update the Councils Housing Asset Register on an annual basis so that all of the relevant data is current and correct
- regularly review the Letting Standard of our empty properties and make sure we incorporate the latest best practice policies and procedures
- consult with residents regarding choice of colour schemes within our sheltered accommodation, and general needs re-let units
- encourage and endorse use of sustainable materials wherever possible and also report to you for approval energy efficiency options that would be beneficial and applicable to your home (subject to funding)
- carry out quality inspections on all planned programmes of work to ensure the service standards meet your expectations, and we will also encourage you to report to us any concerns you may have
- encourage the Tenant and Leaseholder Panel to participate in being a part of the decision making process when we let new contracts
Sheltered housing service standards
Quality control
The council's Sheltered Housing Service uses a quality control system.
We will make sure that you are:
- kept fully informed and involved in service delivery, by newsletters and consultation
- kept safe from abuse
- treated fairly, professionally and with respect
- given independence and choice
- provided with a swift response time to certain repairs dependant on your needs
- provided with a weekend and out-of-hours response service
Support services
We will provide a high quality sheltered housing service to older people which enables sheltered housing tenants to live as independently as possible.
To do this we will provide a range of housing support services tailored to meet individuals' needs by offering:
- a daily weekday visit from your Sheltered Housing Officer, to check if there are any Health and Safety issues in your property. If you do not wish to receive the daily visit, you can opt out of this part of the service. To opt out of the daily visit you need to sign a disclaimer with your Sheltered Housing Officer
- full access to an emergency response system, including a weekend and out of hours response service, as well as all other housing services agreed in your tenancy
Our promise to you
We will promise to:
- provide a person-centred approach to assessments and delivery of support working in conjunction with partner agencies, when appropriate
- provide a service where the dignity and right to privacy of all tenants is paramount
- provide opportunities for life-long learning which promotes social inclusion and encourages every tenant to realise their full potential
- ensure that all tenants are kept informed and have access to information in respect of their rights and choices
- agree a support plan with you and reviewing it annually or more frequently if there are any changes in your circumstances
- aim to answer 98.5% of emergency calls within 60 seconds of the call reaching the control centre, which exceeds the TSA (Telecare Services Association) platinum service levels
- ensure an adequate and timely response is given to all emergency calls (90% response time in 45 minutes - average response time 32 minutes). This may include; a visit to your home, a call to the emergency services or contacting a family member to the emergency and checking to ensure that your property is safe and secure
- in the absence of a family or friend, provide a prescription collection service for urgent-only prescriptions issued by GPs on home visits
- assist with social activities throughout the year at individual schemes. Also at standalone schemes we can help facilitate social activities, e.g. trips and days out
- test all sheltered schemes pull cords and smoke detectors on a quarterly basis and pendants every month
- test sheltered schemes' fire alarms weekly at schemes that have communal areas
- test (where installed) sheltered schemes' lifts every month
- carry out annual sheltered scheme risk assessments
- undertake communal area visual premises safety inspections monthly
- access residents homes to check on their wellbeing and in emergency situations. This includes doing required safety tests. A card will be left to say a Sheltered Officer has called
- listen.and act on customer feedback
Your promise to us
You will promise to:
- ensure that the Sheltered Housing Team can gain access to your property via their master keys at all times. No chains or bolts are to be fitted to your door
- inform the Sheltered Housing Officer when you are going away and inform them on your return that you are home
- provide basic details i.e. name, date of birth, medical details, telephone number and any contacts so the monitoring centre can provide an effective response
- respect the rights of council staff to carry out their duties free from harassment or abuse
- respect your neighbours right to privacy and the quiet enjoyment of their home
- not smoke or allow any visitors to smoke in scheme communal areas
We will inform and consult you on any changes to the service which may be proposed due to changes in funding, best practice or regulation.
Housing allocations service standards
Making a housing application
When you make a housing application to the council:
- you will be asked to complete an online application form. If you need help with this process then you can contact the Housing Option team who will be able to help you
- if you do not submit all the required supporting documents within 28 days from the date you submitted your application, your application will be cancelled
- if, having received your completed application and supporting documents, we believe you are not eligible for inclusion to the housing register, we will write to you to explain our decision and how to appeal if you believe the decision to be wrong
- your fully completed application form will be processed in line with the council's allocation policy within 28 days from receipt of all requested documents
- once your application has been assessed you will be sent a welcome letter, this will give you your Band and your priority date, it will also explain how to access the online scheme user guide
- a housing officer is always available during normal working office hours to advise/assist you with any aspect of your housing application
The Housing Register
While you are on the Housing Register:
- you will be contacted once a year, around the anniversary of your acceptance onto the Housing Register, to confirm that you wish to remain on the Housing Register, and to check for any change in your circumstances
- we will update your application within 14 days of receiving details of a change of circumstances. If this affects your Band we will confirm this in writing
Cancelling your application
We will:
- cancel your application if we consider that you are no longer eligible for housing, or if you fail to renew your application when prompted to do so, or if you fail to provide any requested further information
- also cancel your application if you are re-housed, or if you request us to
Appealing against our decisions
If you want to appeal against any decision made about your housing application, a housing officer will be able to provide you with details of what you need to do.
Mutual exchanges
We will subscribe to the 'HomeSwapper' service and endeavour to visit tenants within 10 days to complete all relevant checks and paperwork.
Homelessness, homelessness prevention/Housing Options service standards
Opening times
We will provide:
- an assessment service Monday to Friday, and will advertise our opening times
- a 24 hour service for emergencies
Contacting us
When you contact us for assistance:
- we will, whenever possible, try to prevent you from becoming homeless
- we will provide a service offering advice and information on a range of issues, e.g. housing option, debt, threat of eviction etc.
- we will offer immediate or pre-arranged appointments with a housing options/homelessness prevention officer
- if you are unable to attend the offices then a home visit will be arranged
- if appropriate we will ask you to complete an online Housing Register application form and once we have received all the required documentation it will be assessed within 28 days
- we will liaise with other service providers and agencies, as appropriate, to ensure that you receive any necessary support
- if we are unable to prevent your homelessness we will complete our enquiries into your homelessness approach within 33 working days (subject to us receiving all necessary information)
- we will issue a decision letter within three working days of this decision being made
Domestic violence
We have officers whose area of responsibility will be to deal with people who have been subjected to domestic violence, and who have received additional training in this area.
Emergency accommodation
Temporary accommodation may be offered to homeless clients during the assessment of their application, and may be extended if their application is accepted.
We will:
- offer temporary accommodation suitable to the needs of the household
- offer advice and support to people placed in temporary accommodation
- contact 'floating support' agencies for people who are placed in temporary accommodation
- monitor the condition of the temporary accommodation on a regular basis
- take action against anyone not keeping to the 'conditions of occupation'
Finding a home
A housing officer will support you in finding a home, either through HomeOption, or in the private sector.
If you are given limited time to make expressions of interest and are not making any, we will contact you to make sure you know what you need to do and/or make expressions of interest on your behalf.
Appealing against our decisions
You will be told in writing if you have the right to appeal against our decisions on your homeless application.
If you want to appeal and are unsure about the process, a housing officer will provide you with details of what you need to do
Tenant participation service standards
Getting you involved
How we will promote and support your involvement in our housing service.
We will:
- publish a tenants' newsletter at least twice a year
- consult with you in various ways about matters that affect you and take your views into account when we make decisions
- carry out surveys to obtain your views on different aspects of our service and to act on those results where possible
- make sure equal and genuine opportunities are provided for you to become involved in the planning, delivery and monitoring of our housing service
- establish and develop a range of ways for you to become involved in developing our services
- provide training for tenants as required
- support the Tenant and Leaseholder Panel in all aspects of their work
Leasehold service standards
We aim to:
- provide all new leaseholders with an information welcome pack following notification that they have completed the purchase of a leasehold property via the Right to Buy scheme of Assignment of Lease
- provide a detailed breakdown of your estimated annual service charge at least 30 days before the beginning of the financial year
- provide a detailed breakdown of your actual annual service charge within 6 months after the end of the financial year
- on request offer Leaseholders the facility to settle service charge or major works accounts via an instalment plan in line with the charge
- consult you on proposed major repairs and improvements (over £250) and details of the proposed contractors to provide tender prices at least 30 days before seeking tenders. We must do this by law
- consult you on the estimated cost of major repairs and improvements before commencing the work, and give you at least 30 days to provide any comments you may have, which we will take into account. We must do this by law
- provide you, 'on request', with a copy of your current service charge account and other relevant information (perhaps if you wish to sell on the leasehold) for a fee within 2 weeks of your request
- support a district-wide leaseholders association and ensure that it meets at least 4 times each year
Anti-social behaviour
We will not tolerate anti-social behaviour
In response to anti-social behaviour we will apply the minimum standards to:
- work to ensure reporting anti-social behaviour is as easy as possible. Take all reports seriously, by recording and investigating all cases, and keep victims informed of action taken
- ensure that all victims and witnesses are treated fairly, with dignity and respect; listen to victims and provide ongoing support where appropriate, particularly to those victims considered vulnerable
- provide practical support in partnership with victim support agencies to address victim's needs
- share relevant information and intelligence on anti-social behaviour with partners; analyse information to identify repeat victimisation, known perpetrators and affected parties and respond speedily to such intelligence
- tell the public what we are doing to tackle anti-social behaviour so they have the confidence to report issues, offer the community feedback through community forums and encourage residents to play their part to reduce anti-social behaviour
- provide suitable routes via which communities or individuals can raise concerns where it is considered that anti-social behaviour is not being tackled positively
- through education and early intervention, work to reduce and where possible prevent anti-social behaviour and the perception that anti-social behaviour is a problem in our communities
- respond in a timely manner to reports of breaches of anti-social behaviour enforcement measures
Re-letting standards
These standards have been put together to ensure that all necessary preparation and works have been completed before you start your new tenancy with us.
Any works required in addition to those listed may not be completed prior to you moving in. These will be clearly identified and planned and agreed with you to ensure your expectations are met.
Cleaning and clearance
Before you move in we aim to make sure that:
- all cobwebs will be removed
- drawing pins, cellotape, blue tack and picture hooks will be removed from all walls.
- electrical sockets, light fittings and switches will be thoroughly cleaned
- kitchen units, all work surfaces, cupboards, drawers and sinks will be thoroughly cleaned and all cleaning residue to be rinsed away (all cleaning to be completed inside and out of unit, cupboard and drawers)
- all bathroom fittings, such as toilet, sink and bath, will be cleaned. Particular attention will be given to the cleaning of taps so they meet a good standard and limescale will be removed where possible
- toilets will be cleaned in all areas including back, front and around the U bend and left with a toilet strip to confirm clean
- internal windows and frames will be cleaned and washed down
- all doors, including the front door, door frames, architravings and side casings will be thoroughly cleaned
- Radiators will be cleaned at the front and as much as possible behind All skirting boards will be washed down.
- all storage cupboards will be swept and mopped Stairways and steps will be swept and cleaned
- all tiled areas will be cleaned
- all floors will be swept and mopped
- scuff marks and paint splashes will be removed from finished floor surfaces where possible
- all floors will be mopped with disinfectant Deodorants will be left in the bathroom and kitchen
- all cleaning to leave no marks, finished streak-free and left dry
- shower curtains left by the previous tenant will be removed
- all sanitary fittings will be chemically cleaned below the waterline
- all items and contents left by the previous occupant including, rubbish, white goods and furnishings will be removed
Decoration
If the standard of decoration is unacceptable we will prepare and clean to an acceptable standard to enable the incoming tenant to redecorate.
Wallpaper will only be removed if necessary.
If the property needs redecoration, decoration vouchers will be issued by the Housing Officer at the time of sign-up. The voucher amount will be dependent upon the size of the property and the decoration required. The decoration pack will give tips and guidance on decorating methods and techniques.
Minor indentations and cracks will be considered acceptable. All exposed surfaces to joinery and metal work shall be clean and free from damage.
Minor damage such as chipping may be repaired to make acceptable providing the remainder of the paintwork is in good order.
Fixtures and fittings
New carpets are not supplied. Existing carpets will be removed unless previously agreed.
All free-standing white goods will be removed.
Lighting
There will be a minimum of 1 ceiling light fitting in each room.
All staircases will have lighting, including communal areas for flats and sheltered blocks.
Electrical safety
We will make sure that:
- all electrical installation will be working correctly and safety tested and certified
- where possible there will be at least 2 double electric sockets in each room, except the bathroom
- electric emersion heaters (where fitted) will be separately switched and connected
There will be at least 1 smoke alarm in the property.
It will be the tenant's responsibility to provide batteries for the unit when and where necessary.
It is the responsibility of the in-coming tenant to contact the utility supplier to arrange supplies.
Gas and oil safety
We will make sure that:
- the boiler/gas fires will be safe and ready to be reconnected.
- gas fires are removed if full central heating in installed.
- a carbon monoxide detector will be fitted to all properties.
- any gas cooker point will be safely capped off.
Upon occupation, we will provide you with a copy of a valid landlords annual gas and oil service certificate following the relevant safety checks/commissioning of gas and oil appliances.
Solid fuel
All solid fuel/fireplaces will be removed as part of the new tenancy process.
Other checks
We will aim to make sure that:
- all balustrades and handrails on staircases will be safe and secure, and cover the whole length of the staircase
- all floor surfaces will be safe and secure
- the property will be free from rising damp and water penetration
- the loft (where there is one) will be clean and empty and should not under any circumstances be used for storage purposes
- we will provide an energy performance certificate for the property
Kitchen
All kitchens (space permitting) will be functional and have a minimum of:
1 Bedroom property
- 1 x double wall unit
- 1 x double sink unit
- 1 x double base unit
2 Bedroom property
- 1 x double wall unit
- 1 x double sink unit
- 1 x double base unit
- 1 x single base unit
3 Bedroom property
- 2 x double wall unit
- 1 x double sink unit
- 2 x double base unit
- 1 x single base unit
- 1 x single wall unit
We will also aim to make sure that:
- all work surfaces will be securely fixed, free from cracks and burns, and safe for the preparation of food
- any gas supply pipe to a cooker space will be 'capped off' by the contractor
- there will be a space for a cooker and a cooker connection point. This will be for either a gas or an electric cooker
- vinyl non-slip flooring will be provided in all kitchens
- where a gas supply is available, it is the responsibility of the in-coming tenant to employ a qualified gas engineer to fit a cooker
Bathroom
We will aim to make sure that:
- sanitary ware will be cleaned and free from severe discolouration, chips, cracks and leaks
- the WC will have a seat and cover in working order
- all sanitary ware will have working taps, plugs and chains
- any showers provided by Uttlesford District Council will be safe and functional and the shower area tiled appropriately
- there will be a minimum of one row of splash back tiles around the bath and wash hand basin
- any properties that have an existing wet room or have had an adapted bathroom will remain as is
- a vinyl non-slip floor will be provided in all bathrooms
Windows and doors
We will aim to make sure that:
- all broken or cracked panes of glass will be replaced - this work may be completed after the tenancy has commenced
- all large glass panels within 800mm from floor level will be fitted with safety glass
- External wooden doors and frames will be sturdy and fitted with a secure lock
- all latches, locks, hinges and handles will operate correctly and safely. External doors and windows will be watertight
- before a tenant moves in, all external door locks will be changed
- keys will be supplied for all windows with locks and for any meter box/cupboards
Outside
Outside we will aim to make sure that:
- properties with dedicated gardens will have all rubbish removed
- gardens will be cleared and safe for use with grass/vegetation strimmed and removed from the property
- fencing and/or gates leading directly onto public areas will be in place (wire and post)
- fencing between gardens is the responsibility of the tenant. Tenants will be advised which fences apply to their home
- the roof will be structurally sound and water tight. All downpipes will be safely secured and free from leaks
- any permanent outbuilding will be empty
- access to the property will be safe and unrestricted
Additional information
If you are one of our tenants or leaseholders you can find additional information in the:
- Housing Ombudsman's Complaint Handling Code on the Housing Ombudsman Service website
Regulatory standards on GOV.UK - consumer standards that registered providers of social housing must comply with
- Tpas National Engagement Standards on the Tenant Participation Advisory Service (Tpas) website