We will:

• Issue all new tenants with a Tenants Handbook and a Tenancy Agreement. We will explain this to you
• Consult with you about any changes to your Tenancy Agreement or to the service you receive from us
• Write to you using plain language and try to ensure letters are easy to read and understand
• Visit you to discuss matters in the privacy of your own home if you wish
• Respond within 24 hours to reports of abandoned properties
• Investigate all breaches of the Tenancy Agreement that are reported to us
• Reply with a decision within 28 working days to all applications to carry out improvements to your home. We will not unreasonably refuse permission
• Provide you with a decision within 28 working days if you apply to succeed to a tenancy or if you wish to assign your tenancy to somebody else
• Give you advice on your rights and obligations as a tenant
• Investigate all cases of illegal occupation and take appropriate action swiftly to ensure the occupants are removed
• Give you help and impartial advice if you become involved in a dispute with a neighbour
• Ensure that serious anti social behaviour cases are referred to the Community Safety Team where there are wider implications
• Give advice on emergency accommodation