Lettings and tenancy management

Re-let Times

Re-let times have improved by around 8 days compared with last quarter. Despite this the indicator remains red which is mainly due to our foyers re let times which are affected by a range of issues such as low level of referrals, some hard to let units and delays in void works.
Managers have started to work with the borough to improve the referral process and with our maintenance contractors to reduce the time taken to complete void works.

% Welcome visits for new tenants carried out

Poor performance in this quarter has led to some new approaches being introduced by neighbourhood management. Visits will now be arranged in advance so tenants can choose a convenient time. The customer contact centre will also call ahead to remind residents of their appointment. Finally to accommodate residents who would not usually be at home during the day welcome visits can now be conducted over the phone.

Did you know?

Over the last six months we’ve uncovered a number of people living unlawfully in our homes. Thanks to our tenancy verification visits, information from local authorities and tip-offs from other residents, we’ve been able to take action.

Since April 2011 our investigations have led to:

• 2 tenants being evicted
• 11 tenants handing their property back to East Thames
• 1 tenant handing a property back to another housing association

This means we can now house 14 more families in these homes. At a time of housing shortages that’s a real success.

Read more about our work to tackle housing fraud here.