Charter for Social Housing Residents

The Charter for Social Housing Residents

This page is dedicated to help our residents understand how The Charter for Social Housing Residents will change the way social housing is run and how residents can influence the services that we provide. Liz (pictured above) is the acting Chair of the Federation of Estuary Residents and agrees with us that all social housing residents should know about this document. The Charter for Social Housing Residents is also known as The Social Housing White Paper and sets out the expectations that the Government believes residents should have of their landlords. This includes:

  1. To be safe in your home
  2. To know how your landlord is performing
  3. To have your complaints dealt with promptly and fairly
  4. To be treated with respect
  5. To have your voice heard by your landlord
  6. To have a good quality home and neighbourhood to live in
  7. To be supported to take your first step to ownership

Please browse the menu below to find useful websites, documents and other resources about the Charter for Social Housing Residents and what we are doing to ensure we comply with these new guidelines.

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Resources For You

The following online resources will improve your understanding of the Charter

What We Are Doing About It

  • The charter states there must be clear communication of how residents can report complaints: We’ve already communicated about our new complaints processes a number of times, through email and social media.
  • We must have named Officers who have responsibility for compliance with Building Safety (Keith Carter, Interim Director of Built Environment) and one for Customer Standards (Helen Gregory, Director of Customer Services)
  • We are measuring the impact of the Building Safety tasks
  • We are developing our Resident Engagement strategy during 2021
  • We are drawing up key performance deliverables by which residents can measure us, for example – whether you feel safe in your home and whether you feel it’s well maintained.
  • We’ve already drawn up a survey to get residents’ views on how we’re performing in each of these areas. So shortly, you’ll be hearing from us asking how you think we’re doing. We want to know your views (as we always have) and we’ll try to meet your expectations of us as a landlord. Over the coming weeks, we’ll tell you a bit more about the charter.
  • We must have a responsible person for consumer standards. This person will ensure that the landlord is delivering good customer service and drive culture change where deficiencies are found. The person responsible for this is Helen Gregory.
  • Tenant engagement requirements need us to show how we have sought out and considered ways to improve tenant engagement. We hope you agree we already do great tenant engagement with Federation of Estuary Residents (FER), but we can always improve.
  • There is an expectation from the Government that social and affordable homes should adhere to the guidelines of Building Better and Building Beautiful Commission published on 30 January 2020. We will consider this, along with the National Design Guide, in our ongoing development plans. All the developers we work with adhere to these guidelines.
  • The charter makes clear that it’s the responsibility of the landlord to keep neighbourhoods safe. We’re already working hard on this as:
    • We have Anti Social Behaviour (ASB) targets in place
    • We expect to be Domestic Abuse Housing Alliance accredited soon
    • We survey residents on ASB they suffer and about our effectiveness in dealing with ASB incidents
    • In the Grounds Environment Maintenance team we’re also doing work to keep neighbourhoods safe.