Glossary of terms
Decent Home
There are many factors involved ensuring that a property meets minimum standards, a Decent Home. These include, ensuring a property is in a reasonable state of repair, has reasonably modern facilities, like kitchens or bathrooms, and provides a reasonable degree of thermal comfort, for example heating appliances and insulation.
Communal area
These are the parts of our buildings which tenants share, such as the stairways, landings, car parks, bin areas and gardens.
Emergency repair
These are repairs needed to remove immediate danger, avoid major damage or to make the property secure.
Routine repair
These are repairs needed where the problem does not present a danger.
Right First Time
This means identifying a repair and getting the right operative, materials and tools on-site to do the job speedily and without fuss.
Fire safety assessment
A careful look at communal spaces and the people who use them, from a fire prevention perspective. It's about understanding the potential risks, then improving fire safety precautions to keep people safe.
Gas safety check
This is a check that all social landlords must carry out by law each year to ensure that the gas pipes, gas boiler and other gas appliances in a property is working correctly and safely.
Asbestos check
All buildings built before 2000 require an asbestos survey. The purpose is to find and identify asbestos containing materials in a building which could be damaged or disturbed during normal occupancy or repair.
Water safety check
Water checks are like health check-ups for your water system. They detect contaminants and other potential hazards, for example Legionella, that could harm your health.
Relet
This is the time it takes from a property becoming empty, to completing checks, repairs, and the new tenants moving in.
Temporary accommodation
This might be a hotel or a room in a shared house. In emergencies or the event of someone becoming Homeless we may offer people a place in temporary accommodation whilst a more permanent home can be found.
Major adaptation
An adaptation is work that is required to your home to enable you to remain living independently for as long as possible. Major adaptations are larger alterations including, ramps, stair lifts, through floor lifts, level access showers, and widening of paths or doors.
Stage 1 complaint
Your initial complaint which will be investigated by the line manager or service manager.
Stage 2 complaint
If you do not agree with the actions or decision made at stage 1 of the process, you can request to progress your complaint to stage 2, where it will be reviewed by a senior manager.
Complaint handling timescales and the Housing Ombudsman
The Housing Ombudsman is an independent official who investigates complaints made by residents about their housing. They will only look at the complaint if you have already gone through all stages of the Council’s complaint procedure. Their expectation is that stage 1 complaints should be handled within 10 working days and stage 2 complaints should be handled within 20 working days of receipt.
Anti-Social Behaviour
Behaviour that causes serious nuisance to a person or household in and around their home or neighbourhood.
Household Tenure
The most common forms of tenure are Home Ownership which includes homes owned outright or mortgaged, and renting which includes social rented housing and private rented housing.