Your rights and Responsibilities Image
Your Right to Information
Your tenancy agreement states that you have the right to receive information from us about the following:
- The terms of your tenancy agreement
- Our responsibilities as your landlord
- Our policies and procedures
- How we offer housing
- Equal opportunities
- Our performance as a landlord
Your Right to Complain
We have a Customer Feedback Policy . We want you to have the confidence to challenge us and to feel confident you will be heard. We take all complaints seriously and learn from them in order to make improvements to our services. If you are not satisfied when you have used all the steps in our complaints procedure you have the right to contact the Ombudsman. Full details are available with our complaints policy.
Your Right to Privacy
You have the right to privacy in your own home. Our customer liaison officers and scheme managers will not enter while you are out (except if there is an emergency) unless you have given us your permission beforehand in writing.
In housing schemes which are fitted with a “suited” lock system (where a master key can be used to unlock the door in an emergency), the scheme manager will only use the key in the following circumstances:
- If you are not at home for a visit which has been arranged with you and the scheme manager is not able to account for this (for example you have not been seen going out)
- If you have asked the scheme manager to visit you but you are unable to open the door yourself
- If you have given us your permission in writing so we can carry out essential maintenance work and you have a good reason for not being at home yourself
- If we need to respond to an emergency or where we have reasonable cause for concern.
You have the right to live in your home peacefully. Your scheme manager and other housing staff will respect your privacy, unless there is a danger to your health and safety or others are at risk.
Your Right to Personal Freedom
You have the right to live independently in your own home and to make your own decisions. The scheme manager is there to support you and to manage the services you may need to keep your independence.
Your Right to Respect
You have the right to be treated with respect at all times
Your Right to be Consulted
We are committed to consulting you and involving you in managing your home. We will consult you on any matters which affect the housing services you receive.
Your Right to Take Part
We are committed to promoting how you can take part in your scheme. Your friends and family can visit as much as they like. Where appropriate, the scheme manager will encourage you to get involved in the community.
Your Right to use or Refuse Services
You will receive a service from your scheme manager. This will include regular visits to make sure all is well.
Your needs assessment and personal support plan may find you could benefit from services from other organisations. You decide whether or not you want to use these services.
Your right to “quiet enjoyment”
You have the right to live peacefully in your own home and we will not do anything to interfere, unless you break the terms of your tenancy agreement.
We have put policies and procedures in place to deal with:
- Antisocial behaviour
- Discrimination and harassment
These policies and procedures are there to make sure other people respect your right to live peacefully in your own home.
Protection from Abuse – Safeguarding Adults and Children
We aim to prevent abuse wherever it is possible to do so. If this has not been possible, we have procedures in place for reporting and dealing with incidents.
If someone you should be able to trust (a member of your family, a friend, someone who cares for you or someone else) threatens, hurts, exploits or neglects you please tell someone. You can tell any member of our staff and they will report this in the appropriate way.