Tenancy management.The standard you can expect from us.As a tenant you have certain rights and responsibilities and so do we as your housing association and landlord. We will support you with every part of you tenancy, from explaining the terms and conditions of your tenancy agreement to moving home or ending your tenancy. Se

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Tenancy help and support• Provide you with information and support

on all elements of your tenancy agreement including; terms and conditions of your agreement, carrying out any alterations and improvements, mutual exchanges, tenancy support or ending your tenancy.

• Make it as easy as possible for you to tell us if you need help with any aspect of your tenancy, by telephone, email, letter, our website, in person, or through an advocate.

• Respond to urgent queries within one working day and non-urgent cases within five working days.

• Provide a tailored service for vulnerable residents and those with specific needs.

• Provide support to residents where needed, either via a member of staff or through an external agency.

• Resolve issues as quickly as possible, keeping you informed of progress at intervals agreed with you.

Living in your home• Consult with you if we wish to alter the terms

of your agreement.

• Insure the structure of your home through buildings insurance.

• Provide you with details of affordable insurance that is available to all tenants living in social housing.

• Provide you with guidance on making changes or improvements to your home, including what you need and don’t need our permission to change.

• Provide information on having a pet in your home, including in what type of properties this is allowed.

Breaching an agreement• Identify and act on breaches of tenancy

agreements such as; parking issues, abandoned vehicles and gardens which are not being maintained.

• Take action when the interior of a home is not being maintained, is being damaged or if alterations are being carried out without permission.

• Identify and act on domestic and/or household rubbish not being disposed of correctly in communal areas and items being stored there.

How will we make sure we are doing what we say?• Regularly review our performance and

customer satisfaction with the service against our internal performance indicators.

• Give you the opportunity to feedback on the service you have received from us.

How will we share how we are doing with you? • Report performance in our annual report.

• Clearly communicate with you about what action we have taken and advise you of what you can do if you are unhappy with decisions we have made.

enquiries@bvt.org.uk Customer Services: 0300 333 6540 bvt.org.uk

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