Customer Consultations

As part of our new Customer First strategy, we want to make it easier for you to give us feedback and insight on our services and policies. We’ve developed a  customer consultation plan called ‘Your Service, Your Say’. This will give you the opportunity to help shape our policies, and it ensures that the services we deliver are fair, accessible, and put you first.

We consult on a wide range of subjects and issues. This helps us guarantee that any improvements we make to our policies and service put take your views and experiences into account. We’re especially interested to hear from you if you’ve had direct experience of a particular service and can give us feedback based on what you thought of it. Was the policy clear? Did you have any particular difficulties?

We publish consultations regularly, whenever there’s a policy review that could use some input from you or where a proposed change to a service might have an impact on you.

Current Consultations

We’re currently looking for your views on the following:

Chargeable Repairs Policy

This survey will close on Friday 16 November 2018.

We’re consulting on a new policy that is being adapted from an existing procedure (previously referred to as the Rechargeable Repairs Policy).

A "chargeable repair" is a repair that we carry out, but which is the responsibility of the tenant, according to the terms of the tenancy agreement. We then have to charge the tenant for the cost of that repair. This could be because of damage, neglect or unauthorised alterations/building work in the property. A repair may also have a requirement to be carried out, but the tenant may be unable or unwilling to do it themselves.

Related tenancy agreement clause

“9.2 If you, or people who live with you or visitors to the property, cause damage, we may do the repairs and charge you for them. If any of these repairs are not put right or paid for by you, the Council may take legal action against you to secure the repairs or recover the money it spends on repairs from you.”

What would we like your thoughts on?

Promotion and transparency

We are aware that not all customers feel that our repair charges and costs are transparent. We want to change this and would like your thoughts on how we could improve things.

Clarity on costs and choice

Our repairs are based on nationally agreed costs. In previous feedback, people thought that they could have arranged for the repair to be carried out cheaper themselves. We are happy for this to happen, provided the work is carried out by a competent person. How could we increase awareness of this?

Early payment incentive

We are considering offering an incentive to those who pay the repair costs in full within 28 days of invoicing.

Review of the minimum charge

We currently have a minimum recharge value of £100. Anything below this amount will not be charged to the customer. This is because it can cost us more to recover the debt than the cost of the repair. Should this amount change?

Past Consultations

  • Pets Policy
  • Discretionary Allocation Policy
  • Home Release Policy

The final policies and reports for these consultations can be found in the documents for our Operational Board that took place on 18 October 2018 (external link to our Committee Meeting Information Site). We also report on the outcomes of consultations in our newsletter.