Empty property service standards

After consulting our customers, we have set the following service standards when properties become empty. Our staff will make sure that each property meets these standards before they are re-let.

Leaving your home

When you decide to leave one of our properties we will give you advice about:

• giving us 4 weeks’ notice to end your tenancy
• how to qualify for our empty-property reward scheme
• outstanding rent or other charges
• handing in the keys
• how to get compensation if you have improved the property
• charges you may be liable for if you have damaged the property.

Essential repairs

All essential repairs identified below will be completed before you move into your new home:

• Repairs affecting the health or safety of the occupants.
• Repairs to make the home fit to live in.
• Repairs that would make life very difficult for you if we did them after you moved in.
• Repairs to make the home secure.
• A gas safety check.
• An electrical safety check.

Minor repairs

So we can help you move into your new home as quickly as possible, we will do minor repairs as soon as we can after you move in.  When you move in, we will tell you what work still needs doing and arrange an appointment with you to have it done.

Programmed repairs

If a repair you want can be done during our planned programme of repairs, it will have to wait until then. This is more efficient than doing lots of small, one-off repairs. However, this does not apply to the essential repairs stated above.

Quality of the inspection

Before you move into your home we will check all the following points to make sure it is suitable for you:

• Windows – should open and close, all catches should work and the glass should be secure and not broken. We’ll provide keys for any window locks we fit.
• Doors – should open and close, and handles, locks and catches should work. We’ll fit new locks to external entrance doors. Door skins and frames should be solid and any glass panels should be secure and safe.
• Sanitary ware – the bathroom will have at least a bath or shower, wash-hand basin and toilet. The toilet should not have any cracks or leaks and should be clean, and the flush should work properly. A new toilet seat with a sanitary seal will be fitted; taps should turn on and off correctly, and all sinks and baths should have a plug.
• Kitchen units – base and wall unit doors should open and close and the catches should work. Cupboard drawers, door handles, door and drawer facings, sink and work tops should be in a satisfactory condition. There should not be any leaks under the sink unit, and the taps should work properly.
• Heating appliances – all heating appliances should work properly. All parts including fire bricks, front plates, grates, radiants, fire glasses, the external casing, fire surrounds, hearths, tiles and all moving parts including the door, shaker bar, damper and control knobs should be in a satisfactory condition.
• Floors, walls and ceilings – all plasterwork should be dry, firm and free from large cracks. All joinery including skirting boards, mouldings, stanchions, banisters, floorboards, treads and risers should be sound. We will deal with any infestations or wood-boring insects.
• Electrical fittings – all light fittings, sockets and switches will be safe and work properly. All properties will have an electrical safety test before you move in.
• Alterations / DIY by previous tenants – we will make sure that any work done on the property by previous tenants is safe and suitable for you to use.
• Exterior – fences, walls, brickwork, paths and drives will be safe. Gardens that are severely overgrown will be cut back and cleared. We will inspect from ground level the condition of all roof tiles, slates, gutters, chimney stacks and pots. We will clear all rubbish from any outbuildings and gardens.
• Interior – we will clear all carpets and furnishings, unless they are of good quality and you want to keep them. We will clear all rubbish.
• Water supply – we will ensure the water supply to your home is working correctly.
• Facilities – if there is room, we will ensure that the property has washing machine connection points and a waste pipe for drainage. The kitchen will have a gas or electric cooker point.
• Gas safety – the property will have a gas safety check and you will receive a gas safety certificate. We will give new customers operating instructions for their boiler, information on the gas safety check and what to do in an emergency.
• Safety – a smoke alarm will be fitted.
• Decorating – depending on the property offered and the condition of the decoration, there are a number of options:
• We may offer you decoration vouchers to use at local shops to buy materials. This is to help you pay for decorating and is not meant to cover all your costs.
• Or we can supply paint and painting tools up to the value of the vouchers with a selection of colours to choose from.    
• We may decorate individual rooms or strip wall coverings so you can decorate more easily.
• We may fully decorate your home.
• If we paint a room, we will give you a choice of colours to choose from a colour chart.
• We will do nothing if the decoration standard is fine.
• Cleanliness – we’ll clean the inside of your home to an acceptable standard. By acceptable we mean:
•  the floors will be swept and cleaned and free of all coverings, such as carpets and lino
• the kitchen units and worktops will be cleaned
• the bathroom fixtures and fittings will be cleaned
• two air fresheners will be left at the property.        
• Repairs support service – we will provide 2 hours of a tradesperson’s time for any small items of work. You will be responsible for providing any materials; the work will be done in one visit after you move in.
• New home starter pack – when you receive the keys to your new home, you will receive a new home starter pack with cleaning materials and cloths, energy-efficient light bulbs and air fresheners.

Viewing and signing up for a property

• If you have been offered a property, we will give you an estimated date when the keys will be available for you to view the property.
• When you are offered a property, we will accompany you to view it.
• Once the empty property has been repaired, we will inspect it with you. We will give you a copy of the empty-property service standard when you view the property. Then you can be sure we have met the standard and you can be satisfied with the condition of the property before you sign up for the new tenancy.
• We will give you a copy of your tenancy agreement.
• We will provide a welcome pack with useful information and advice.
• We will make arrangements for your heating system to be connected and water-storage system to be re-filled.
• We will give you advice about rent-payment options, applying for housing benefit and low-cost insurance scheme for your belongings.

Your views count – did we meet the service standards?

When you move into your new home we will send you a questionnaire, which gives you the opportunity to comment on the standard of the property and our service.

If you want to thank us, make a suggestion, ask a question or complain please click on the Report it tab at the top of this page.