Housing providers launch shared vision to improve living standards in Stoke-on-Trent

A new Charter which promises better living conditions for tenants has been officially launched in Stoke-on-Trent.

Since April, the city council has been working with Registered Providers from across the city to develop the Charter which sets out a shared vision to ensure that all tenants can live in safe, secure and well-maintained homes and neighbourhoods.

The document also outlines the individual pledges from Registered Providers giving commitment to the values in the Charter.

Every Registered Provider signing up to this Charter agrees that every tenant and leaseholder should have a right to:

• A safe, secure and well-maintained home that is kept free from damp and mould;
• Receive a good standard of customer service that is accessible, responsive, personalised, professional and effective;
• A voice and involvement in determining the solutions to their own issues, and the opportunity to shape services;
• Influence services through awareness of how to provide feedback, and receive a fair and timely response to complaints;
• Be listened to, treated with respect, feel that their experience is valued and not be stigmatised through being a social housing tenant, nurturing a relationship of equals;
• Have access to information, advice and services in an accessible format and, where appropriate, through a knowledge-sharing and partnership approach;
• Access early intervention that seeks to maximise tenants’ income and prevent the escalation of arrears;
• Early intervention and ongoing support for those affected by hate crime, anti-social behaviour and domestic abuse;
• Eviction only being considered as a last resort where all other alternatives have failed;
• Continuous support and readily available advice to help sustain their tenancy and to promote tenant wellbeing;
• Fair and transparent allocation policies that take tenants’ needs into account, with nominations to assist the city to fulfil their housing need duties and make best use of homes in the city;
• Access shared community spaces across the registered provider partnership.

Individual Registered Providers are committing to:

• Working in partnership with the city council to provide quality extra care accommodation;
• Provide tenants with 24/7 online access to report repairs and request other services;
• Ensuring every tenant has access to a great quality affordable home, that is economical to run, free from damp and mould and a safe place they can feel proud of;
• Working alongside tenants to ensure their tenancy is sustainable, supported and enjoyable;
• Providing safe, secure and well-maintained homes that comply with the Decent Homes standard and all regulatory health and safety requirements, including the Building Safety Act 2022.

The Registered Provider Charter is the culmination of six months of partnership working.

Councillor Chris Robinson, cabinet member for housing and planning, said: “Every housing provider has a responsibility to ensure all residents have access to a decent home and we believe that this Charter will help us to ensure that that is the case for everyone in Stoke-on-Trent.

“Through our shared vision we want to ensure that all tenants and leaseholders have access to safe, secure and well-maintained homes, where they feel respected and receive good customer service and are able to be part of our decision-making process.

“We also want to make sure they are listened to and receive any support they need to in relation to sustaining their tenancy and other issues such as hate crime, anti-social behaviour and domestic abuse. Everybody deserves to feel safe and happy in their own homes.”

There are around 25,000 social rented homes Stoke-on-Trent which are managed by over 30 Registered Providers, this including approximately 17,000 homes which are owned and managed by the city council.

Honeycomb Group Chief Executive, Julie Guildford Smith, said: “Honeycomb Group is proud to be a part of the Registered Provider Charter. With over 3,000 homes and a range of domestic abuse, homelessness, wellbeing and support services, the Charter commitments align with our mission and, we believe together, we will create more happy homes in Stoke-on-Trent.

“We look forward to furthering our partnership work with the city council and other housing providers. Together we can support more local people and places, and bring positive change to our fantastic city.”

Tracey Johnson, CEO of EPIC Housing, said: “I am delighted to have been involved in developing this Charter. It truly shows the commitment across Stoke-on-Trent of like-minded organisations to provide warm, safe and affordable homes with customer need at the heart.”

To view the Registered Provider Charter visit www.stoke.gov.uk/RPcharter