Stoke-on-Trent City Council has promised to involve tenants in its decision-making process as part of an ongoing commitment to ensure everyone can live in a safe and well-maintained home.
The authority has outlined its commitment in a new Tenants’ Charter which has been developed alongside a set of Service Standards for 2024. It comes in direct response to the call for enhanced tenant-landlord relationships highlighted in the Social Housing (Regulation) Act 2023.
The Tenants’ Charter, which is the first to be developed by Stoke-on-Trent City Council, will act as a blueprint for landlord-tenant relationships, ensuring they are built on trust, respect and responsibility while the Service Standards explain what level of service tenants should expect from the city council in future.
Councillor Chris Robinson, cabinet member for housing, regeneration and planning, said: “There are 28 new standards which cover everything from emergency repairs and dealing with reports of damp and mould to fire safety visits, support around rent arrears, anti-social behaviour and our commitment to engaging with tenants on a regular basis.
“Alongside this we have developed a new Tenants’ Charter which outlines our promise to our tenants and ensures everyone knows what level of service they can expect from us. This is a significant milestone and testament to our belief that strong, transparent relationships between tenants and landlords can transform living environments and help families to flourish.
“We are committed to delivering exceptional housing services in the city while prioritising the wellbeing and satisfaction of our tenants, we want to be open and transparent with our tenants and put them at the heart of everything we do.”
Through the Tenants’ Charter, the city council pledges to treat tenants with respect, ensure open and honest communication, maintain homes and communal areas, work with tenants to find practical solutions to issues which arise and give tenants the opportunity to get involved and help shape services where possible, while keeping them updated on progress.
The Service Standards, which focus on repairs services, tenancy sustainment, anti-social behaviour, communication and accountability, will underpin the Tenants’ Charter and give tenants a means to measure how the city council is performing against those standards.
To view the Tenants’ Charter and the full set of Service Standards visit: www.stoke.gov.uk/tenantscharter
To ensure that the city council’s housing service remains responsive to its tenants’ needs and aspirations, tenants are invited to get actively involved through a number of resident engagement groups.
For more information contact Housing.Engagement@stoke.gov.uk
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