Local service pledges for council tenants and leaseholders

Council tenants and leaseholders are at the heart of our services. We aim to treat you fairly and ensure that our services meet your needs and provide value for money. 

We will meet the national standards all council landlords are required to meet. In addition we have worked with our residents to develop local service pledges for our services that meet your priorities. 

This page gives a summary of the service pledges and detailed pledges for each service area are avavilable to view or download in each section.

You can also view or download our service pledge summary leaflet [PDF 197kb].

We will:

  • be easy to reach
  • be clear and treat you with respect
  • listen and act to get things done

Getting involved

We will:

  • provide a wide range of opportunities for you to be involved in what we do and how we do it
  • involve you in setting our standards and making sure we meet them

Looking after your home

We will:

  • complete home improvement works to the Brighton & Hove Standard
  • keep you informed of when works will be carried out and deliver them to agreed timescales
  • make sure that all empty homes meet the locally agreed standard before they are let to new tenants

View or download the detailed looking after your home service pledges [PDF 44kb]

Looking after your neighbourhood

We will:

  • make sure common areas and estates are cleaned and looked after
  • carry out estate inspections with residents three times a year
  • provide a budget for residents to decide how to spend on improvements to their blocks and estates

View or download the detailed looking after your neighbourhood service pledges [PDF 43kb]

Dealing with anti-social behaviour

We will:

  • not tolerate acts of anti-social behaviour
  • take all reports of anti-social behaviour seriously, take action and keep you informed
  • offer support to vulnerable people and those experiencing anti-social behaviour

View or download the detailed dealing with anti-social behaviour service pledges [PDF 41kb]

Managing your tenancy

We will:

  • provide information and support to new tenants to help them settle into their home
  • help tenants to understand and comply with their tenancy agreement, and enforce it when necessary
  • as well as other routine visits, we will visit tenants in their homes at least every three years to make sure that everything is okay

View or download the detailed tenancy management service pledges [PDF 42kb]

Living in sheltered housing

We will:

  • provide each resident with a personalised support plan, co-ordinated with other services, to organise their appropriate care and support 
  • call each resident personally between 8.30am and 12noon (Monday to Friday) and the most vulnerable also at weekends to check they are okay
  • provide at least one social activity per week to residents who want them

View or download the detailed sheltered housing service pledges [PDF 46kb]

Paying your rent

We will:

  • offer a range of ways for you to pay rent and other charges 24 hours a day, seven days a week
  • provide an advice service for people with payment difficulties from 8.30am to 6.30pm Monday to Thursday and from 9am to 5pm on Friday
  • fast track Housing Benefit claims for new tenants

View or download the detailed income management service pledges [PDF 44kb]

Council leaseholders

We will:

  • offer a range of payment options to make it easier for you to pay leaseholder charges
  • ensure that service charge bills are sent in good time and clearly explain the charges
  • carry out regular satisfaction surveys of all leaseholders to listen and respond to your feedback

View or download the detailed leaseholder service pledges [PDF 41kb]

Garages and car parking

We will:

  • allocate car parking spaces and garages fairly and have a priority waiting list for the most vulnerable
  • visit all sites to make sure they are clear of rubbish, safe and in good working order
  • make sure that people who rent car parking spaces have access to them, and take enforcement action when necessary

View or download the deatiled garages and car parking service pledges [PDF 44kb]

Making sure we keep these pledges

We will measure our performance against these pledges and report this back so you can see that we are meeting our commitments. We will also feed back the findings from regular customer satisfaction surveys and resident ‘mystery shopping’ exercises.

We promise to share this information with you by:

  • reporting on performance in our annual report to tenants and leaseholders
  • articles in Homing In
  • regular reports to Housing Management Consultative Committee and Area Panels
  • including performance information in this setion of the website

These service pledges have been developed with residents and will be reviewed and updated regularly. 

Putting things right

Letting us know what we are doing well or if something goes wrong helps us to improve. Should we fail to meet any of these service pledges please let us know so we can apologise and do all that we can to put things right. 

If you are still not happy you can make a complaint to the council by completing our online complaint form in the comments and complaints section, phoning Freephone 0500 291229 or writing to Standards & Complaints, Brighton & Hove City Council, King’s House, Grand Avenue, Hove, BN3 2LS.