Lettings Agency - service standards

The Lettings Agency processes applications for council housing and offers of accommodation.

Applying for housing
We aim to:

• Register your application within 10 working days of receiving your completed registration form.
• Write to you every year to ask you to confirm that you want to remain on the housing list.

Receiving an offer of accommodation
We aim to:

• Shortlist your bids within 3 working days, and contact you in writing within 5 working days of the bid closing if your bid for a property under the Choice Homes scheme is one of those being considered for an offer.
• Provide you with the following information about the offer:
• • The time and location for viewing the property
  • Who to contact in case of any queries
  • What your position is on the queue of bidders for the property compared to other applicants who have also been invited to view (we normally invite the first 5 people in the bidding queue to the viewing)
  • Any other information that you may need to supply, such as proof of identity
  • The Council's 'Lettable Standard', which sets out the minimum standard of repair/cleanliness you should expect see in an empty property
• Give you at least 2 calendar days notice from the date we notify you about the offer to the viewing date.

In order for us to be able to comply with this standard, you can help us with the following verification requests and provide us with an up to date telephone number.

If you change your address, you must fill out a new form. If your household members change, then you must notify us and provide proof of the change.

You should also respond to the yearly review sent out to you, if you do not, we will close your application and you will lose any waiting time you have accrued.


Customer Satisfaction

We welcome customer feedback about our service. If you wish to comment on the standards above, you can email, speak to a Team Leader or write to the Service Manager.

The Lettings Agency
Bridge House
320 High Street
Stratford
London
E15 1EP
Email: hsg-lettingsagency@newham.gov.uk

If you are not satisfied with our response you may wish to make a formal complaint using our complaints procedure.