Applying for a home and Allocations
We will:
- provide an application form and information leaflet to every
applicant
- assess each application in accordance with our policy for
letting properties
- provide advice and information on completing the application
form
- review our waiting list every year by writing to each
applicant
- ask people for their views on our allocations policy, to
ensure that we support a stable community
- consider your application for mutual exchange on an
individual basis
- let our properties in accordance with our allocations policy
- arrange an accompanied viewing of the property to ensure our
re let standard is met
- provide you with a tenancy agreement and explain your rights
and responsibility as a tenant and our duty as a landlord
- give every tenant a ‘welcome pack’
- visit every new tenant within 6 weeks
- visit you during your months notice if you decide to give us
notice that you will be vacating the property
Support to help you maintain your tenancy
We will:
- encourage our tenants to live independently by providing a
tenancy support service
- refer you to other support agencies
- provide a service for older people
Supported Housing (schemes for tenants with support
needs)
We will:
- provide a service to tenants with support needs through our
supported housing service
Customer care
We will:
- respond to your enquiry in the language of your choice, in
English or Welsh
- offer language line service for minority languages
- offer a variety of ways to contact us: by phone, in person,
in writing or email
- try to deal with your enquiry at the first point of contact,
but if we are unable to do this, we will advise you of the
reason why, who your enquiry is being referred to and provide a
name and telephone number for further contact
- always try to get it right first time, but if we are unable
to do this or things go wrong, we will apologise and try to
learn from our mistakes
- receive feedback from you on our services to help us improve
and publish our findings
- acknowledge letters and emails within 10 working days
- provide information and advice to you by offering to visit
you at home, an interview in our offices, drop ins and give
direct line numbers
- deal with complaints within 10 working days
- we will write to you to let you know of any changes to your
tenancy agreement
Equality
We will:
- ensure that we offer an equal access to services
irrespective of religion, race, sexual orientation, marital
status, disability or age
- sure that our staff receive training on equality to ensure
they are equipped to meet customers’ needs
- collate and monitor information to ensure that no-one is
treated unfairly
- offer to produce our publications in different formats such
as large print or on tape
Tenant participation and consultation
We will:
- provide support to existing tenant groups and assist tenants
who wish to establish new community groups and tenant groups
- provide assistance for training and advice for groups or
individuals who wish to take part in community / housing issues,
including a professional and financial support to tenants
- ensure that tenants are not out of pocket when volunteering
and taking part in Cymdeithas Tai Eryri’s activities
- produce an annual report which gives information on our
performance
- give clear and timely information to tenants on our policies
and procedures, and ask the opinion of tenants when revising
policies or proposing changes to our services
- produce a Participation Strategy that will give details on
how we will facilitate participation
