CBH Service Standards Tenancy Management Promise Service Statement Cheltenham Borough Homes (CBH) is committed to working with our customers ensure we maintain and pro-actively manage your neighbourhoods to a high standard. We will provide excellent tenancy services which include legal and policy advice to all our tenants. Our promises to you…. CBH will carry out a post-let visit for every new tenancy CBH will consult you in a variety of ways about any changes we are proposing which will affect the service you receive from us. CBH will advise you of any legal implications in connection with your tenancy We will ensure that reports of abandoned properties are investigated and the properties are safe We will investigate all complaints of anti social behaviour and respond via letter or home visit dependant on what is requested by the tenant. We will visit you at home to discuss any formal written request for a mutual exchange and inform you of the outcome in writing. We will advise you of your legal obligations and rights in connection with requests for tenancy assignments and successions and inform you in writing If you request to make an alteration or improvement to your home, we will write to you with a decision and explanation. CBH will not unreasonably withhold permission CBH will enforce tenancy conditions where they have been broken. CBH will provide assistance and / or referral to a specialist agency if you are experiencing difficulty in maintaining your tenancy CBH will provide a written response to all written comments, complaints or enquires about your tenancy. Targets Post let visits will be carried out within 42 days of a new tenancy CBH will respond within 24 hours to reports of abandoned properties We will respond to initial complaints of lower level anti social behaviour within 5 working days from the date of receipt CBH will respond within 28 days with a decision should you request to mutually exchange (swap property) with another CBC tenant. CBH will respond within 42 days with a decision should your request to mutually exchange (swap property) with another social landlord. CBH will respond to all requests for assignment and succession of tenancies within 28 days. CBH will reply within 28 days to all written applications to carry out alterations or improvements to your home CBH will refer you to a specialist agency within 5 working days Written comments, complaints or enquires will be responded to in writing within 10 working days from the date of receipt Monitoring CBH Complaints, Compliments & Comments Procedure; We will test the service standard by sending a questionnaire to service users each year The Neighbourhood Management Team Leader will monitor these standards with the relevant Neighbourhood Housing Officer on a quarterly basis. We will test the service using our ‘Mystery Customer Service Auditors’. Reporting within CBH CBH Senior Management Team will receive regular reports on how well we are meeting our service standard promises; CBH Operations Committee will receive regular reports on how well we are meeting our service standard promises. Reporting to CBH Customers CBH will produce and distribute to all customers an Annual Service Standard Report. This will be distributed in the CBH News Opportunities for Customer Feedback We welcome feedback on our services and you can give us your views in a variety of ways including telephone, letter, e-mail or personal visit or by talking to officers at one of our community events. You can also feedback through: CBH Complaints, Compliments and Comments The Annual Service Standard Report will include a reply slip and pre-paid envelope for your comments.