The Guarantee tells you what you can expect from us – including the service you should be getting. It also tells you what to do if you feel we aren’t meeting the Guarantee.
The Guarantee sets out:
- What your landlord must do to meet the Regulatory Code
- Any other ‘good practice’ standards that your landlord should normally comply with
What the Guarantee covers:
• The way things are run: This tells you about who is in charge in the association and the proper way things should be run
• Getting re-housed: This tells you about your rights and what to expect if you are a tenant and you are applying to move home
• Moving in: This tells you about occupancy agreements and what support your landlord should offer you
• Living in your home: This tells you about being secure in your home, how to manage it, and what to do if you experience noise, nuisance or anti-social behaviour
• Paying for your home: This includes information about rent and service charges
• Repairs and improvements: This tells you about reporting repairs, major works, carrying out your own improvements and claiming compensation
• Information: This tells you about the quality of service you should expect, what information you should expect to be given and the type of information that is held about you
• Consultation and involvement: This tells you how you can have your say and get more involved in the way we are run
• Making a complaint: This tells you what to do and how to complain if you think we are not doing things properly
