Allocations Service Standard

We’re committed to providing our tenants with great services and putting them at the heart of everything we do. This service standard sets out what you can expect as someone seeking to join the Housing Register (waiting list) and find a new home with us.

To support you to apply for a home we will:

• Let a home to you in accordance with our Allocations Policy.
• Process your application, let you know if we need any more information and confirm the outcome of the application.
• Let you know how you can appeal against the outcome if you wish to.
• Advertise properties that are available to let on Nottingham Homelink so that you’re able to bid for an appropriate home.
• Carry out affordability checks and explain how we can support you to sustain your tenancy.
• Offer you a more tailored service if you tell us you’re vulnerable in any way.

When we offer you a home we will:

• Contact you when you’ve been successfully matched to a property.
• Carry out checks to confirm that the offer is suitable in line with our Allocations Policy.
• Let you know how much your weekly rent will be and advise you of the best ways to pay.
• Carry out your pre-tenancy interview if you’re a new tenant.
• Let you know when the property is ready to view, and when you can sign up for your tenancy.
• Discuss the option of furnished tenancies with you if this is something you’re interested in.
• Make arrangements to meet you to view the home and sign your tenancy agreement.
• Give you a date for when you can move in and let you know how much rent is payable in advance.

When you view your new home and sign your tenancy agreement we will:

• Explain the terms and conditions of the tenancy agreement before you sign it.
• Email you the details of how to access the Welcome Pack, including how to report a repair, when and how to pay your rent and how to contact us in an emergency.
• Email a copy of the tenancy agreement to you.
• Arrange for furniture to be delivered if you when you move in, if you’ve opted for a furnished tenancy.
• Arrange a date for your gas to be switched on if your new home has a gas supply.
• Give you the keys to your new home and confirm the date your tenancy begins (which will be the date you move in).
• Ask you to complete a survey to tell us how you feel about the allocations process.

After you’ve moved in we will:

• Visit you within six weeks to check that you’re settling in
• Carry out any agreed works that are outstanding within the timescales we’ve given you.
• To get your home ready for you, we will:
• Make sure your new home is safe, secure, clean and free from damage before you move in.
• Let you know the details of any works that we need to carry out after you’ve moved in, along with timescales for when they’ll be completed.