Our Neighbourhood Service Standards explained | Tenant news

We believe that having a neighbourhood that is safe, well maintained and allows you to enjoy peaceful living is important, and our Neighbourhood Service Standards sets out exactly what you can expect from us.

These standards are in place to make sure our schemes are cared for properly and that you receive a consistent, reliable service.

Habinteg’s responsibilities

Your Neighbourhood Co-ordinator is responsible for tenancy management and for checking the quality of neighbourhood services you receive from us like grounds maintenance, cleaning and caretaking.

If you don’t know who your Neighbourhood Co-ordinator is, you can find out by emailing our Customer Services Team at direct@habinteg.org.uk or call 0300 365 3100.

As your landlord, it’s Habinteg’s responsibility to carry out regular checks and visits to make sure your scheme is well maintained. We carry out quarterly scheme inspections and walkabouts, where tenants and scheme tenant representatives are invited to join us.

We also complete weekly health and safety checks at our schemes, including fire alarm testing where installed, and monthly checks of emergency lighting systems.

If your home is connected to an alarm service, we carry out quarterly pull cord checks to make sure systems are working properly.

We also meet twice a year with our grounds maintenance and cleaning contractors to review service levels and make improvements where needed.

We make sure we are delivering our Neighbourhood Service Standards by:

• monitoring new tenants’ satisfaction with surveys done by an external provider
• monitoring and recording all scheme inspections and reviewing outcomes
• monitoring and maintaining records of Health and Safety checks
• meeting with each tenant once a year to ensure our records are accurate and up to date
• inviting involved tenants to review performance and periodically scrutinise Habinteg’s neighbourhood service standards.
  
  

Other support services

We work in partnership with tenants and organisations such as social care, charities, and support services to help people live independently.

Where extra support is needed, we can signpost you to the right services or work with partner agencies to support you in your home, for example by helping you access benefits advice or local support services.

We also encourage tenant feedback so we can understand your experience of neighbourhood services and continue to improve how we manage your schemes.

To learn more about our services standards, visit www.habinteg.org.uk/servicestandards.

You can find out more about becoming an involved tenant at www.habinteg.org.uk/tenantinvolvement.

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