Your Tenancy Agreement
Information about your tenancy agreement, your rights and responsibilities, the differences between single and joint tenancies, and events and circumstances that can affect or change your tenancy can be found by clicking here
As a tenant you have the right to get involved in decisions about your home, your community and the housing services we provide. There a lots of different ways to get involved with different levels of commitment – for example you could:
- Help us improve the housing services we provide by getting involved in the North Whitley Resident Inspection Regime
- Help us improve our customer care by becoming a mystery shopper, taking part in estate walkabouts
- Help us provide information which is clear and easy to read by joining our Editorial Panel for production of Affinity News
- Taking part in the Residents Satisfaction Surveys
- Completing repairs satisfaction cards
For more information please contact your Housing Management Officer at Affinity.
We always aim to provide the best possible housing services but we know that sometimes things do go wrong. If you are unhappy with the way you have been treated by a member of staff at Affinity or the standard of service we have provided please let us know as soon as possible. The easiest and simplest way to let us know you have a problem is to talk to the staff working with you or their manager. We aim to work with you to agree a way forward that is reasonable and fair. If we can’t meet your expectations we will explain why. Most complaints can be resolved very quickly and informally. However, if we have been unable to agree a way forward with you or we fail to follow through you should make a formal complaint.
Making a Formal Complaint
You can make a formal complaint:
- by phone
- by letter
- by email
- in person at our offices at Whitley Wood Lane
Please provide as much detail as you can, including an outline of the outcome you are looking for. An officer will look into your complaint – they will work with everyone involved to try to agree a solution that is reasonable and fair. Once their investigation is complete they will write a report and include their recommendations. We will send you a letter confirming the outcome of the investigation and any actions agreed with a copy of the report within 20 working days of receiving your complaint. If you are dissatisfied If we have been unable to reach an agreement about the way forward you can ask for your complaint to be reviewed. You must request this, in writing, within 14 days of receiving your letter, stating the reasons why you think your complaint has not been investigated properly. We will ask a more senior officer to take an independent look at your complaint. They will talk to everyone involved and try to agree a way forward. Once their investigation is complete they will write a report and include their recommendations. We will send you a letter confirming the outcome of the investigation and any actions agreed with a copy of the report within 30 working days of receiving your request for review. This is the end of the Council’s complaints process.
If you are still Dissatisfied
If we have been unable to agree a resolution that is reasonable and fair to both parties you can take further action:
- If you are a Council Tenant or Leaseholder and your complaint is specifically about the Landlord Services we provide (like tenancy management, estate management, repairs, planned maintenance and improvements) you can either:
- wait 8 weeks and then refer your complaint to the HOUSING OMBUDSMAN or
- you can refer you complaint to a “DESIGNATED PERSON” who will carry out local independent review of your complaint and try to mediate an acceptable solution. If this fails you can then refer to the Housing Ombudsman
- If your complaint is about any other Housing Service (like allocations, housing advice, homelessness etc.) you can refer your complaint to the LOCAL GOVERNMENT OMBUDSMAN
Complaints about Policies and Procedures
Although the complaints process can be used to check that we have applied our policies and procedures correctly, we cannot use the complaints process to change the rules. Policies are set by the Council and can only be changed through a proper review process. If you think the rules are unfair you should talk to your ward Councillor. The rent received is critical for ensuring that tenants are able to receive crucial Council services. Therefore, at Affinity we work closely with our tenants and place a great deal of emphasis on early intervention and prevention work to help us maximise income collection. This approach is based on taking a firm but fair approach to income collection and arrears recovery and helps avoid unnecessary build-up of arrears. Where tenants do fall in to arrears through no fault of their own, we help support and assist them through providing advice on housing and other welfare benefits.
Housing Management: 0118 922 4462 Customer Service Centre: 0800 028 6942 from a landline or 0118 922 4451 from your mobile Out Of Hours (Emergencies Only) Freephone: 0800 977 5648 between 5pm & 9am
To find out about Affinity use your information please read our information sheet.