Our Service Standards and Local Offers

Local Offers

The Tenant Services Authority (TSA), who are our regulator have introduced new national standards against which they will assess how we are performing as a landlord. One of the TSA requirements is that we develop in conjunction with residents some local service offers around these six national standards.

The six National Standards cover:

• Tenant involvement and empowerment – which contains requirements relating to customer service, choice and complaints, involvement and empowerment and understanding and responding to diverse needs of tenants
• Home – which contains requirements relating to quality of accommodation; and repairs and maintenance
• Tenancy – which contains requirements relating to allocations, rent and tenure
• Neighbourhood and community – which contains requirements relating to neighbourhood management, local area co-operation and anti-social behaviour
• Value for money
• Governance and financial viability

Therefore, over the last six months we have been working alongside our tenants to develop the local service offers. We already have Service Standards that set out the level of service that our customers can expect from us. We wanted to build on these and listen to what services tenants would like to see in their local area.

We have used a range of methods to consult with our tenants, which have included:

• Workshop sessions at the Tenants’ Conference in August 2010
• Community Events
• Door knocking
• Leaflet and letter drops
• Annual Report to Tenants
• Local Offers Tenants Steering Group

As a result of this consultation we have refreshed the Service Standards and these are set out in "The Endeavour Offer", these are applicable to all our customers.

In addition, five areas have been identified where we have developed local offers to run alongside our main service standards.

Local offers have been developed in the following areas:

• Granville Road, Middlesbrough
• Norton Grange Housing Co-operative, Stockton on Tees
• Belle Vue, Hartlepool
• Langridge Housing Co-operative, Middlesbrough
• Thornaby, Stockton-on-Tees

These local offers include some additional services in response to issues raised by tenants during the consultations and are relevant to that local area. The local offers can be viewed by clicking the links at the bottom of this page.

Our performance against these Local Offers will be monitored and reported to customers in our newsletters, on our website and in the Annual Report to Tenants. Resident’s panels, such as the Tenants Voice Scrutiny panel will also be monitoring the performance.

If you would like any further information on these offers then please contact the Business Improvement Team on 01642 796200 or speak to your Housing Officer. 

• Thornaby, Stockton - Service Standards
• The Endeavour Offer - Service Standards
• Norton Grange, Stockton - Service Standards
• Langridge Crescent, Middlesbrough - Service Standards
• Granville Road, Midddlesbrough - Service Standards
• Belle Vue, Hartlepool - Service Standards

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Supported Housing Service Offers

This set of standards were introduced from 31st March 2010 following a 3 month consultation with our supported housing tenants to develop a set of standards that set out how they want us to deliver services and what was important to them.

The work has been done as a pilot for the Tenant Services Authority and has been driven by our steering group which is made up of supported housing tenants from across a range of services. These Supported Housing Service Standards are in addition to The Endeavour Offer.

• Download our Supported Housing Service Standards document

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