Service Standards
Customer Services
Housing
Making an application to us for accommodation - More Choice in Lettings|
We will:
- Undertake to carry out the initial assessment of your More Choice in Lettings application within 4 weeks of receipt
- Notify you by letter if you are successful with a bid for accommodation in time to allow you to view the property in the following week
- Provide you with a handbook on your rights and responsibilities at the point when you sign a Tenancy Agreement
Housing Advice Service Standards 
PDF 331K
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For more information about More Choice in Lettings please contact:
Gary Pickett
Applications Officer
Tel: 020 8227 2777
Email: gary.pickett@lbbd.gov.uk|
We will:
- Investigate reports of neighbour nuisance and Antisocial Behaviour within 2 working days
- Investigate reports of racial harassment within 1 working day
- Remove racist graffiti within 1 working day; and
- Give you initial advice on the day that you contact us, if you are experiencing domestic violence
Voids Service Standards PDF 303K
This leaflet gives a general overview about how we manage voids and what you can expect.
Estate Management Service Standards PDF 986K
This leaflet gives a general overview about how we manage your tenancy with us and what you can expect. Tenant and council responsibilities are listed.
- Carl Brazier (Group Manager - Community Housing) on 020 8215 3002 if you live in Heath, Eastbrook, Alibon, Chadwell Heath, Whalebone, Village, Goresbrook, River, Valence, Becontree or Parsloes wards
- Hakeem Osinaike (Group Manager - Community Housing) on 020 8215 3002 if you live in Abbey, Gascoigne, Thames, Longbridge, Mayesbrook or Eastbury wards
We will:
- Record your repair requirements immediately you contact us
- Make appointments for urgent repairs that require access to your property and have to be completed with 3 or 7 working days which are classed as the right to repair under government legislation; for all other repairs the priority is 20 days; and
- Assess tenants' satisfaction of the repair service by carrying out telephone satisfaction surveys, the results of which are available on request
- Housing Repairs Service Standards PDF 385K
For more information about Housing Repairs, please contact:
Ray Gunn
Housing Repairs Section Leader
Tel: 020 8592 7388
Email: thames.repairs@enterprise.plc.uk|
- Our site manager will visit the site every day during the refurbishment
- The contractors will clear away all rubbish caused by the work every day
- You will receive 14 days notice if it is necessary to put up scaffolding
- You will not be left without cooking, water or toilet facilities overnight
- Capital Works Service Standards PDF 845K
For more information about Capital Works, please contact:
Kevin Wheeler
Community Liaison Officer
Tel: 020 8215 3002
Email: kevin.wheeler@lbbd.gov.uk|
We will:
- Hold open Community Housing Partnership meetings every 2 months
- Advertise these meetings within the borough and through the local press
- Encourage tenants to become involved with their local Community Housing Partnership; and
- Post an application for board membership to you within 1 working day if you are a tenant and would like to apply to sit on the board of your Community Housing Partnership
- Tenant Participation Service Standards PDF 518K
For more information about tenant participation, please contact:
Sandra Rodney
Participation Manager
Tel: 020 8227 5597
Email: participation@lbbd.gov.uk|
Right to Buy and Leasehold Management|
If you are thinking of buying your Council home, we will:
- Send you a 'Right to Buy' application pack within 1 working day; and
- Process your 'Right to Buy' application within 4 weeks of receiving your completed form
- Right to Buy Service Standards PDF 732K
For more information about buying your Council home, please contact:
Richard Kober
Home Ownership and Leasehold Manager
Tel: 020 8227 2778
Email: righttobuy@lbbd.gov.uk (if enquiry is about right to buy) or leaseholderservicecharges@lbbd.gov.uk (if enquiry is about leasehold management)
- If you have a complaint against your landlord and you live in rented accommodation that is not Council owned, we will respond to your complaint within 2 working days
- If you are facing eviction which we consider is illegal, we will respond on the same day
- We will carry out a risk assessment of houses that are in multiple occupation
- Housing Advice Service Standards PDF 331K
For more information about private sector housing, please contact:
Gary Jones
Private Sector Housing Officer
Tel: 020 8227 5743
Email: gary.jones@lbbd.gov.uk|
