Housing policies, strategies and standards

When you contact us about ASB, we will:

• respond quickly - we will contact you within 2 working days when you make your initial complaint of ASB
• be clear and honest - we will explain what action we can and cannot take, and provide you with options for support or signpost you to other agencies
• work with you - if we open an investigation, we will agree an action plan with you
• keep you updated - we will contact you every 2 weeks (or at an agreed frequency) and keep your action plan up to date
• work in partnership - we will engage with all relevant internal teams, the police, and other support agencies to prevent and respond to ASB
• pursue achievable solutions - we will pursue achievable solutions to ASB that avoid evictions, prioritising solutions that promote community cohesion
• close cases properly - we will tell you when a case is closed and explain the reasons
• seek your feedback - we will seek your feedback so that we can improve the service we offer you

We will:

• treat all customers with respect, empathy and without judgement
• we will be easily accessible, by phone, email or face to face
• meet specific communication needs by providing interpreters or accessible formats if you need them
• listen carefully and assess each person’s individual housing situation
• be transparent and honest about the support we can offer and any limitations
• respond to changing needs and demands on the service
• treat complaints seriously and use feedback to improve our service
• not tolerate abusive, threatening or discriminatory behaviour

If we owe you a homelessness duty we will:

• assess your circumstances within 24 hours if it is an emergency and 48 hours in all other cases
• notify you of the name and contact details of your caseworker once you have provided all evidence requested
• provide timely, person-centred housing advice and support to prevent homelessness where possible
• if prevention is not possible, we will support you to relieve your homelessness when it occurs in accordance with legislation
• create a Personalised Housing Plan with you and review it regularly as agreed with you
• liaise with partners and other agencies to help resolve your housing situation
• keep you informed of progress and explain decisions clearly ensuring you understand
• make you aware of your rights of review

If you are placed in temporary accommodation, we will:

• do our best to not place households with dependent children into hotel or bed and breakfast accommodation (in line with our Temporary Accommodation policy) and if this should occur keep your case under daily review until more suitable accommodation can be provided
• ensure that the accommodation provided is suitable for your needs and clean, safe and accessible for you when you move in
• make sure that we keep in regular contact with you during your time in temporary accommodation by completing inspections and visits to your accommodation
• respond to temporary accommodation related enquiries (via a dedicated inbox) within 2 working days

We will:

• treat all customers with respect, empathy and without judgement
• we will be easily accessible, by phone, online messages or email
• meet specific communication needs by providing interpreters or accessible formats if you need them
• listen carefully and assess each person’s individual housing situation
• be transparent, honest and have integrity
• respond to changing needs and demands on the service
• treat complaints seriously and use feedback to improve our service
• not tolerate abusive, threatening or discriminatory behaviour

If you are eligible and qualify to join Keyways we will:

• provide support to vulnerable applicants to help apply for social housing
• assess and verify a new housing application within 30 working days and in line with current policies
• advertise properties with key information to inform our customers
• liaise with partners and other agencies to help resolve your housing situation
• ask you to complete an annual review of your application to keep your details up to date
• provide all key decisions clearly in writing with your right to review
• conduct all formal reviews within 8 weeks

When you contact us about your rent or service charges, we will:

• keep you informed - let you know if your account goes into arrears after 14 days and offer you guidance and support to bring your payments up to date
• promote responsibility - make sure you understand your responsibility to pay your rent in advance, on time, and in full
• provide financial support - assist you with budget planning, debt advice, and benefits guidance, and support you to access financial services
• give you a clear point of contact - provide a single point of contact for any rent queries and work with you to resolve these issues
• offer flexible payment options - ensure you have access to a range of ways to pay your rent
• engage before enforcement - contact you, including visiting you where appropriate, to discuss any problems before taking legal action for non-payment of rent
• maximise your income - help you check your entitlement to housing-related benefits. If you are struggling, we can refer you to our Financial Support Officers
• work in partnership - work with other agencies and support networks to help tenants access the services they need
• provide statements - provide all tenants with an annual rent statement each year, and additional statements on request
• support leaseholders - provide leaseholders with an annual service charge estimate, along with a summary of the previous year’s actual charges

We will:

• carry out an annual gas installation (or equivalent) service or safety check of the boiler and provide tenants with a copy of the Landlords Gas Safety Record (LGSR) including the testing of any Carbon Monoxide Detectors and Smoke Alarms
• carry out an Electrical Installation Condition Report (EICR) in tenants’ homes every five years
• keep up-to date with health and safety legislation and implement where necessary
• carry out an annual Fire Risk Assessment of independent sheltered living schemes, and a fire risk assessment of all other blocks of flats with internal communal areas (including shared ownership and leasehold) every two years
• carry out an asbestos management survey in tenants' homes where applicable updating the property records accordingly and taking remedial action where required. Then reinspect every 5 years
• provide advice on safety matters such as condensation, asbestos and water hygiene and manage these risks effectively
• service and maintain any lifts in our properties in accordance with agreed frequencies
• attend emergency repairs to make the home safe within 24 hours
• provide you with a direct point of contact at North Northamptonshire Council to answer any questions and issues you might have

We will:

• complete a stock condition survey of your home every five years and use the data to inform our Planned Maintenance investment programme each year
• consult with you before carrying out any planned works
• provide you with a direct point of contact at North Northamptonshire Council to answer any questions and address any issues
• offer you a choice of colour and design, where possible
• staff will show ID and keep you informed of progress whilst the work is ongoing
• complete the work within an agreed timescale, with minimum disruption and at a time that’s convenient with you
• proactively replace components such as heating systems, bathrooms and kitchens within agreed timescales
• carry out quality checks and tenant satisfaction surveys on completion and use feedback to help improve the service
• let you know how to make a complaint if you are not satisfied with the service you receive

We will:

• provide you with a variety of ways to report repairs
• attend emergency repairs to make the home safe within 24 hours
• offer you a choice of appointment slots for routine repairs
• consider your individual needs and treat you and your home with respect
• ensure our operatives and contractors keep repair appointments and notify you of any delays or changes
• aim to complete repairs quickly and efficiently
• ask our operatives and contractors to clarify the work they are carrying out in your home
• carry out quality checks and tenant satisfaction surveys on completion, and use feedback to help improve the service
• encourage residents to report repairs, including condensation, using a variety of different channels
• let you know how to make a complaint if you are not satisfied with the service you receive

We will:

• ensure all properties are made available for reletting in accordance with the our Lettable Standard
• provide new tenants with a copy of the Landlords Gas Safety Record (LGSR) where applicable, Electrical Installation Condition Report (EICR) and Energy Performance Report (EPC)
• change all external locks and provide new tenants with a minimum of two sets of keys
• ensure all properties are clear of rubbish and cleaned to a reasonable standard prior to letting, with the kitchen and bathroom having had a full hygienic clean
• ensure all properties that are provided with a garden are in a manageable condition
• ensure all properties are provided ready for decoration by the new tenant prior to letting
• aim to provide all properties for reletting within the agreed Performance Indicator timescales

We will:

• treat all customers with respect, empathy and without judgement
• we will be easily accessible, by phone, email, and face to face out in the community
• continue to strengthen the offer locally for individuals rough sleeping whilst working collaboratively with partner services, health providers, voluntary, faith and community groups
• respond to intelligence within 48 hours during working hours • Listen carefully and assess each person’s individual housing situation
• be transparent and honest about the support we can offer and any limitations
• ensure protective protocols are managed effectively and reviewed regularly
• treat complaints seriously and use feedback to improve our service
• not tolerate abusive, threatening or discriminatory behaviour

If you are experiencing rough sleeping, we will

• provide support and safeguard vulnerable individuals rough sleeping in North Northamptonshire
• try to make rough sleeping rare, brief and non-reoccurring by engaging and supporting individuals through assertive outreach
• provide support to try and prevent people returning to rough sleeping, and at risk of homelessness
• develop personalised support plans with you
• liaise with partner services to provide wraparound support to access services
• work at your pace in a trauma-informed and person-centred manner

When you live in our sheltered housing, we will:

• provide safety and security - ensure a safe and secure environment that supports independent living
• work in partnership - collaborate with carers, agencies, and support networks to help tenants access the services they need
• be available when you need us - provide 24-hour support through a Sheltered Services Officer and an out-of-hours emergency contact and response centre
• be transparent - be honest about the support we can offer and any limitations
• offer choice and flexibility - ensure the support service reflects your individual requirements and wishes
• review support annually - undertake an annual support review with all tenants who live in sheltered housing
• safeguard vulnerable tenants - work with relevant agencies to safeguard our most vulnerable residents
• empower tenants’ voices - listen to our tenants with compassion and empower you to have a direct say in how homes and services are provided, managed, improved, and developed
• promote fairness and diversity - ensure fair access and equality of opportunity in all aspects of the service
• encourage involvement - facilitate monthly scheme meetings with a Sheltered Services Officer and provide clear information on how to raise concerns or complaints if you are dissatisfied with the service

When you hold a tenancy with us, we will:

• provide clear information - ensure you understand your tenancy agreement, your rights, and your responsibilities
• support new tenants - offer a welcome visit (or call) within the first 6 weeks of your tenancy to check everything is in place
• be accessible - provide you with a named officer or team to contact about your tenancy
• respond to queries - reply to tenancy-related enquiries within 10 working days (or sooner where urgent)
• manage changes fairly - process requests for tenancy changes (e.g. successions, assignments, joint tenancies) in line with legislation and our policy
• support tenancy sustainment - offer advice and signpost to relevant support services if you are struggling to maintain your tenancy
• act on tenancy breaches - tackle tenancy breaches proportionately, working with you to resolve issues before taking formal action
• keep records accurate and secure - keep accurate tenancy records and treat your personal data in line with data protection law
• promote safe, cohesive communities - work with other teams and agencies to support safe, well-managed neighbourhoods
• seek your feedback - ask for your views so we can improve tenancy services