Tenants Charter and Service Standards

Our Guiding Principles

1. Responsibility

2. Trust and mutual respect

3. Communication

4. Tenant voice

5. Listen and act

6. Quality home and safe neighbourhood

Stoke-on-Trent City Council Tenants' Charter

Like any good relationship, the one that exists between landlord and tenant should be built on trust and mutual respect. To build that trust and respect, we believe that you have the right to know what level of service you can expect from us. That is why we have created our Tenants’ Charter.

Our promise to you:

• We will treat you with respect in all of our communications and interactions.
• We will ensure that your home and any communal areas are well maintained, safe and secure.
• We will take responsibility for your issue and work with you to find a solution.
• We will follow through on what we’ve agreed and keep you updated on our progress.
• We will give you the opportunity to get involved and help shape the services we provide.
• We will make it easy for you to tell us how we are doing.
• We will share information with you about how we are performing.
• We will make our services inclusive and accessible for all.
• We will keep your personal data safe and secure.
• We will place you at the centre of our decision making.
• We will, where necessary, make appropriate safeguarding referrals.

To help us achieve this we ask that you:

• Be respectful towards council staff.
• Report any repairs to us immediately so that we can schedule a visit as quickly as possible.
• Allow access to your property for essential building safety checks.
• Inform us of any changes to your circumstances so that we can keep our records up to date.
• Make use of our digital platforms as much as you are able.
• Keep appointments or inform us in good time if you need to cancel.
• Provide us with constructive feedback to help us improve our services.