Resident Charter & Shared Promise

We want contacting Habodel to be straightforward and accessible.

If you call us

• When you contact us, we aim to answer your call promptly.
• If we are unable to answer, you can leave a voicemail, and we aim to respond within two working days.

If you email us or report through the Habodel App

• We aim to respond within two working days.
• If we need further information, we will explain what we need and how to provide it.

If you write to us

• We aim to respond within two working days of receiving your correspondence.
• If additional information is required, we will request this as part of our response.

If you are unhappy with our service

We welcome feedback and complaints and will always investigate concerns fairly.

If you wish to make a complaint, we will signpost you to our Complaints Policy or provide a copy upon request. Wherever possible, we ask that complaints are submitted in writing.

When a visit to your home is required, we will:

• Arrange appointments in advance wherever possible.
• Send reminders by text, phone, email or letter.
• Ensure visits are carried out by Habodel colleagues, trusted suppliers or approved contractors.
• Treat both you and your home with courtesy and respect.

We are committed to maintaining safe, quality homes.

We will:

• Provide a 24/7 service for reporting repairs by phone, email or app.
• Aim to respond to repair requests by the next working day.
• Attend and assess genuine emergency repairs within 24 hours.
• Provide clear guidance on what constitutes an emergency.
• Work with our maintenance partners to arrange suitable appointment times.
• Aim to resolve issues correctly the first time wherever possible.
• Carry out all required gas, electrical and safety checks in line with legislation.

For out-of-hours emergencies, residents should contact our 24/7 telephone line.

Looking after a home is a shared responsibility.

We will:

• Provide clear guidance on resident and landlord responsibilities.
• Explain when repairs fall under resident responsibility.
• Keep our guidance and information up to date.
• Ensure residents have access to the latest information throughout their tenancy.

We understand circumstances can change.

We will:

• Assess affordability before the start of a tenancy.
• Support residents experiencing changes in their household or personal circumstances.
• Signpost to internal teams and external organisations where additional support may be needed.
• Investigate tenancy breaches fairly and respond appropriately.
• Consult residents regarding changes that affect rent.
• Explain the process and expectations when ending a tenancy.

We will always:

• Treat residents with dignity, fairness and respect.
• Handle your information confidentially.
• Store and manage your personal data securely in line with GDPR legislation.
• Ensure our colleagues, contractors and representatives act professionally at all times.

We believe everyone deserves to be treated with respect and ask residents, household members and visitors to do the same.

We want your move-in experience to be positive and straightforward.

We will:

• Provide excellent customer service during your viewing.
• Offer an accompanied tour of the property and answer any questions you may have.
• Ensure your home is safe and secure before you move-in.
• Provide a Welcome Pack containing key information about your tenancy, utilities, emergency contacts and home care guidance.
• Explain how key features and appliances work where appropriate.
• Request feedback after you have settled into your new home and follow up on any issues raised.

We understand residents may wish to personalise their home.

We will:

• Provide clear routes for requesting changes through our Home Management Team.
• Consider requests fairly and explain decisions clearly.
• Support requests for minor aids and adaptations in line with our policy.
• Work with residents to identify alternative solutions where appropriate.
• Ensure all changes meet health and safety requirements.

Please note:

• Decorative changes require prior approval.
• Requests are generally considered after six months of tenancy.
• Media walls and wall panelling are not permitted.

Everyone deserves to feel safe in their home and community.

We will:

• Treat all reports with dignity and sensitivity.
• Provide multiple ways to report anti-social behaviour.
• Aim to make contact within two working days.
• Work with relevant agencies and partners where appropriate.
• Support residents through the reporting process.

Resident feedback helps us improve.

We will:

• Provide opportunities for residents to share feedback, suggestions and concerns.
• Make these opportunities accessible and visible.
• Listen carefully to what residents tell us.
• Use feedback to improve our services.
• Monitor and review our performance to ensure transparency and continuous improvement.

We operate a zero-tolerance approach towards:

• Abuse or threatening behaviour.
• Harassment.
• Racism and discrimination.
• Misogyny or hate speech.
• Aggressive or intimidating conduct.
• Behaviour that places others at risk.

Where behaviour becomes unacceptable, we may:

• End telephone calls or meetings.
• Require communication to take place in writing.
• Restrict methods of contact.
• Manage unreasonable or repetitive complaints in line with our policies.
• Take further action where necessary to protect our colleagues, contractors and residents.