New Home Service Standard

We’re committed to providing our tenants with great services and putting them at the heart of everything we do. We believe that when you move into your new home it will be a place where you want to live. This is because it will be safe, secure, clean, in good condition and free from damage. This standard sets out what you expect your new home to be like. 

Outside your home and in your garden

• Your home will be structurally safe and sound.
• All sheds and garages that are part of the property will be structurally safe.
• Gardens will be clean and tidy; grass and hedges will have been cut and trimmed.

Your boundary (fencing/hedges/walls/railings)

• Dividing boundaries between properties will be provided.
• Front boundaries will be a three-foot chain link fence, plus a three-foot gate where one has previously been provided by us.
• Public boundaries will be up to six feet high, but the design will be agreed on  a case-by-case basis.
• Privet hedges that define boundaries will not be removed for any reason. If they develop gaps, we will plant new privet in the gap and where necessary will protect it with chicken wire to allow it to grow. You are expected to keep your hedges neat and tidy.

Windows and doors

• All windows that are designed to open will do so easily.
• All windows will have suitable handles and locks, with keys provided.
• All windows will be intact when you move into your home.
• All internal and external doors will be in good working order.
• You’ll be given two keys and two communal fob keys (if needed) for each external door.

Floors

• All floors, floorboards and floor tiles will be clean and in a safe condition.

Kitchens

• Your new home will have either a gas or electric cooker point. Some homes have both.
• You’ll have an appropriate number of units and worktops for the size of the kitchen.
• You’ll have plumbing for a washing machine, although some independent living communities may have a communal laundry room instead. Washing machines aren’t provided with the property.

Bathrooms

• All bathroom and toilet fittings will be in full working order
• A new toilet seat will be fitted.
• The tiles surrounding the bath and washbasin will be clean and sealed.

Cleaning

• Floors will be swept and/or mopped.
• Kitchen worktops and units will be clean and stain-free.
• Bathroom toilets and fittings will be cleaned to a high standard.
• All woodwork will be wiped down, including skirting boards and door frames.
• The loft will be empty.
• •Windows will be smear-free.

Heating and utilities

• Gas and electric safety checks will have been carried out before you move in.
• We’ll arrange an appointments to reconnect your gas supply once you let us know which gas provider you’re using.
• We’ll carry out a gas service check every year – you must let us in to do this as it’s a legal requirement.
• Smoke alarms will be fitted, tested and in working order.
• We will provide an Energy Performance Certificate for your home, which tells you how energy is used in your home and the likely costs.
• Any vents in the property will be clean and operational.

Decoration

• Depending on the condition of your home, we may give you decorating points.
• So that you can start decorating – we’ll give you a leaflet about this.

Works after you move in

• We aim to carry out all necessary work to your home before you move in, although, we may need to carry out some repairs afterwards.
• We’ll give you clear timescales for the work to be completed.

What we expect from you

• We expect you to look after your home, keep it well decorated, report any repair issues and allow access for safety inspections.
• We expect you to carry out minor repairs and keep your home clean and your garden tidy.
• If you want to carry out any alterations or installations, you must seek permission by calling 0115 746 9555.

Your views

Once you’ve moved into your new home, we’ll ask you to tell us whether you feel we met our promises above. We would appreciate it if you could take the time to answer our questions as what you say will help us to improve our services.