Housing Management Service Standards

Why Service Standards Matter for Our Residents

Service Standards are essential because they set out what residents can expect from us in a clear, transparent and consistent way. 

They help to build trust by ensuring that services are delivered fairly, efficiently, and with respect valuing the needs of our residents. 

By defining response times, levels of support, and communication commitments, service standards will allow residents to hold us accountable and feel confident in the quality of service received. They also promote better outcomes by encouraging early intervention, supporting tenancy sustainment, and fostering a more inclusive and responsive housing management service 

To inform the development of our tenancy management service standard framework we have conducted a review of service standards across a range of UK housing providers, including registered and local authority providers. Each provider outlines clear expectations about tenancy management. 

Our Commitment to You

These service standards are developed to support the vision of Housing Services, A Place called Home, which sets out to establish and deliver a resident-led housing service for residents that live in our homes and communities.   

A Place called Home is made up of three key priorities:

• Resident-led services, putting you at the heart of everything we do.
• High-quality housing services and home improvements for warm, secure, sustainable homes.
• Welcoming, safe and vibrant neighbourhoods.

Your Housing Officer

Every resident living in our homes will have a named housing officer at the point of moving into the home. 

The Housing Officer plays a vital role in the effective management of tenancies and the delivery of high-quality housing services. 

The Housing Officer will act as a primary point of contact for the resident, providing support and guidance throughout the duration of the tenancy. 

Their responsibilities include conducting property inspections and managing tenancy agreements. Housing Officers will help tenancy sustainment by identifying support needs and coordination with specialist services where needed. 

They also promote community engagement. 

Through proactive communication, problem solving and being a visible presence in the community, they help maintain safe, secure and well-managed neighbourhoods, contributing to tenant satisfaction and organisation performance. 

Residents can check who their named housing officers are on our website.

We are committed to delivering housing services that are inclusive and responsive to the diverse needs of our tenants.  

Where tenants are affected by vulnerabilities related to health, disability, or other personal circumstances, we will adapt our service standards to ensure they receive appropriate support.  

This may include making reasonable adjustments, offering tailored communication, or working in partnership with relevant support services to help tenants sustain their tenancies and feel safe and secure in their homes.

Housing Officer Roles & Responsibilities

Tenancy Fraud
The Housing Officer will conduct enquiries into any allegation of Tenancy Fraud within 10 working days of the referral. In that time, they will decide whether a case should be opened, and a more intensive investigation is needed.  

Concern for wellbeing
The Housing Officer or Duty Housing Officer will respond to a concern for wellbeing referral within 24 working hours. Within that time, they will decide whether a referral to another agency, such as Greater Manchester Police may be needed and make that referral.  

Suspect Abandonment
The Housing Officer will investigate all allegations of suspected Abandonment within 10 working days. Within that time they will decide whether a case needs to be opened for more intensive investigation which may include serving a legal notice.

Triage of Safeguarding referrals
The Duty Housing Officer will undertake a first triage which may include a home visit of all safeguarding referrals within 24 hours. During this period, they will decide whether a referral is needed to specialist services such as our Safeguarding Team or Social Care.

Triage of ASB referrals
The Duty Housing Officer will undertake a first triage which may include speaking to complainants and witnesses. During this period, they will decide whether a referral needs to be made to our Community Safety Team. 

Tenancy Management Casework
Any general housing or tenancy management casework will be opened and an investigation started within 10 working days. 

Decant
When we receive a request for a full decant from Assets the named Housing Officer will contact the resident to discuss requirements within 5 working days. They will then maintain contact with the resident to support the relocation.  Once the required repairs are completed the Housing Officer will support the resident to return home.  The Asset Team should maintain contact with the resident throughout the process to provide ongoing support.

Emergency Accommodation
When emergency accommodation is required due to a home being unhabitable the Duty Housing Officer will contact the resident within 3 hours. Once temporary accommodation is found the named Housing Officer will maintain contact with the resident throughout the process to provide ongoing support.

General Housing Management Enquiries
Any general housing or tenancy management enquiries will be responded to within 3 working days.  

Mutual Exchange Applications 
All applications will be approved or refused within 42 days. A written decision will be provided to the applicant. 

Succession Applications
All applications will be approved or refused within 28 days (on receipt of all necessary proofs). 

New Tenancy Visits
The named Housing Officer will complete a new tenancy visit (PLV) with all new tenants within 84 days.  

Biannual Tenancy Visits
The named Housing Officer will complete a biannual tenancy visit every two years.  

Responding to Emergencies
The Duty Housing Officer will respond to any emergencies within 3 hours. This includes site attendance if it is needed 

Care leavers Support
The named Housing Officer will contact residents who are care leavers every 3 months to provide any ongoing tenancy-related support to ensure that the tenancy is sustained 

New Tenancy Support
The named Housing Officer will provide new tenant support for up to the first 28 days of a new tenancy. If ongoing support is needed after this period, the Housing Officer will refer to alternative services.  

Support for no access cases
The named housing officer will provide support to other colleagues where access to homes is refused to support repairs, compliance checks, home improvement works, or works that are needed to keep homes safe. This could result in legal action of Section 54. Timescales will vary depending on the requirements.  

Complaints
Housing Services has a Customer Complaints Policy that ensures that all residents or their representatives can raise a complaint and be confident that it will be investigated and responded to promptly.

Garage Application or Enquiries
The named Housing Officer will acknowledge any application within 10 working days. The named Housing Officer will respond to general enquiries within 3 days.

Estate Walkabouts and Audits
Frequency to be decided as part of the Housing Management Development Plan. 

RRL appeals
A Housing Manager will respond in full either granting or refusing the appeal within 56 days once any information requested to support the appeal is provided. 

Environmental Concerns
The named Housing Officer will investigate environmental concerns within 5 working days.  Referrals may be made to other services or departments if needed and those will be completed within 5 days. 

Overgrown or unsanitary Gardens
The named Housing Officer will investigate reports of overgrown or unsanitary gardens within 5 working days.  If required, they will begin the garden enforcement procedure.

How We Monitor & Measure Standards

Monitoring service standards is essential to ensure that our services remain responsive, consistent, and accountable.  It allows us to track performance against agreed expectations and standards.  It also allows us to identify areas for improvement and to take timely action to address any service failures.  

By regularly reviewing how well we meet our service standards, we will not only uphold the quality of our service to our residents but also build trust and demonstrate transparency.  It also fosters a culture of continuous service improvement across our service area. 

We will listen to our residents, colleagues and partners to ensure that all feedback is used to make positive changes that will drive service improvement. 

Performance management reviews will be utilised to highlight areas of excellence and concern to deliver continual improvements.