You told us what you would like, and we show how we will deliver
The ENEHL Empty Homes Letting Standard
Last year 74% of new tenants told us that they were satisfied with the standard of their new home. We don’t think this is good enough, so we wrote to every new tenant and asked them what they thought the correct standard for letting properties should be. Then we held focus groups to talk about how we could improve customer satisfaction in this area.
We want you to help set the standard for homes we re-let. We are currently finalising the new Letting Standard which will set out clearly what standards new tenants can expect their new home to be repaired to. The new standard will come into effect in April 2009 after it has been agreed by our Repairs and Improvement Focus Group and ENEHL’s Board of Directors.
The new standard will focus on cleanliness as well as making sure that all repairs are done correctly. It will have easy to follow tick boxes which will make it easy for new tenants to be able to tell whether or not their home meets the standard.
As part of our lettings process, all new tenants have the chance to tell us how satisfied they are. Please tell us what you think of our new Letting Standard. If you are involved in our letting process or move into one of our homes in the future, please tell us what you think.
Repairs: All customers should be made aware of outstanding repairs when they are moving into a property.
We did this by creating a section in the new Letting Standard document for all outstanding repairs to be recorded. We have included a space for the new tenant to sign to say that they agree with the repairs being carried out once they move in to their new home and provide a date when these will be completed by.
Improvements: Where possible tenants should be informed of future improvements or informed of work that has already been carried out.
We did this by modifying the existing lettings process to make sure that all new tenants are told about future improvements to their new home when they move in.