We provide tenants with information about the services we offer, how to access them, and the standards of service they can expect.
This includes the standards of safety and quality tenants can expect in their homes and communal areas, the rent and service charges they must pay, and responsibilities for the maintenance of homes, communal areas, shared spaces and neighbourhoods.
Some of this is set out in our tenancy agreements and in information we provide to new tenants. We make information available using a range of methods, including our website, taking the diverse needs of tenants into account.
We provide tenants with information about their legal rights in respect of our legal obligations and regulatory requirements.
This includes information about the Decent Homes Standard, our obligation to comply with health and safety legislation, the rights of tenants in relation to their tenancy agreements, and the rights of disabled tenants to reasonable adjustments.
Some of this is set out in our tenancy agreements and in information we provide to new tenants. We make information available using a range of methods, including our website, taking the diverse needs of tenants into account.
We have processes in place to communicate with tenants on progress, next steps and outcomes when they use our services.
This includes keeping tenants informed about repairs they have reported in their homes and when tenants make reports of anti-social behaviour.
The way we do this is set out in our policies and procedures, and is made available to tenants through our website and in alternative formats.
Our housing and neighbourhood policies are fair, reasonable, accessible and transparent.
We review our policies regularly, incorporating the views of tenants through our Jigsaw Rewards platform, our Resident Scrutiny Panel and what we learn from tenants’ complaints.
Our policies set out how we will make decisions and what tenants can do if they disagree with our decisions, such as making a complaint of using an appeals process.
The roles and responsibilities of our senior employees are set out in the Tenants’ Annual Report and the Annual Financial Statements.
The Financial Statements include our assessment of compliance with the Consumer Standards.
