We want everyone living in one of our properties to feel safe and supported.
The information provided below will help you to find out more about how we are delivering for our residents and the support we can offer you.
Residents
Do you live with us?
Helpful information for our residents
For information about how to stay safe in your home please refer to our Tenant Handbook where you will find helpful advice on issues including:
- Damp and mould
- Fire safety
- Gas safety
- Water safety
- Electricity safety
- Cleanliness
- Handling emergencies.
The Tenant Handbook includes essential information for our residents. You can download and read in full here.
We understand our responsibility to ensure that our residents can enjoy living in their home in peace.
If you are experiencing any of the anti-social behaviour explained below, we are here to support you. Please report the incident or incidents using our online form.
Anti- social behaviour is conduct that:
• Has caused, or is likely to cause, harassment, alarm or distress to any person.
• Is capable of causing nuisance or annoyance to a person in relation to that person’s occupation of residential premises.
• Is capable of causing housing-related nuisance or annoyance to any person.
You can contact us in the following ways with your concerns:
Email: asb@frameworkha.org
Call: 0800 0665261 (during office hours)
Call: 0800 0131324 (outside of office hours).
We work hard to fulfil our duties and be a positive and supportive landlord. However, we understand that sometimes we might not get things quite right. If you need to make a complaint, we aim to provide you with a quick and fair response.
If you are a Framework resident and would like to make a complaint you can do the following:
• Complete our Resident Complaint Form here.
• Email complaints@frameworkha.org
• Speak to any member of Framework staff or contact our Head Office on 0115 8417711.
If you need independent advocacy and support, you can contact Services for Empowerment and Advocacy (SEA) on 0800 0197828 or via info@seaparticipation.org.uk.
Framework is a member of the Housing Ombudsman Scheme and must follow the Complaint Handling Code. For more information, please visit the Housing Ombudsman website.
If you are a member of the public and wish to make a complaint, please refer to our Contact us page.
Key documents: read our Complaints Policy and our Housing Services Complaints Procedure. You can also read our complaints leaflet here.
There are two stages to our Complaints Policy:
- Stage 1 is a thorough investigation by the Customer Satisfaction Manager. Your complaint will be acknowledged within 5 working days and responded to in full within a further 10 working days.
- Stage 2 is a review by a Senior Manager of the stage 1 decision upon request. Your request will be acknowledged within 5 working day and responded to in full within a further 20 working days.
If more time is needed to resolve the issue at either stage, the deadline can be extended by a further 10 working days.
We have a number of publications, policies and procedures in place to ensure our residents are supported and our requirements as a Landlord fulfilled. You can view them all in full here.
Access free training and advice on digital technology in our dedicated digital portal Access4all.
Find out more about Cuckooing including signs to look out for and how to get help. Read our guidance in full here.
Read our Residents’ Annual Report for 2023-34 and find out more about our work as a landlord and the satisfaction levels of our residents.
We carried out our first tenant satisfaction survey in June 2023, and the results can be read in full here.
Get involved
Annual Satisfaction Survey
Each year we carry out a satisfaction survey with our residents. You could receive this survey in the post, via email or via text message.
The feedback we receive plays an essential part in how we develop, deliver and improve our services.
Please look out for the survey and take the opportunity to have your say.
Service User Forum
Our Service User Forum runs throughout the year. Some meetings are based at our offices (and open to all) and some are based within services (and open to those receiving support from that service).
The forum is open to all of our service users. It’s purpose is to enable staff and service users to discuss service developments and any issues arising for service users. A wide variety of topics are discussed.
For more details email participation@frameworkha.org.
Service User Advisory Group (SUAG)
The SUAG consists of current and previous Framework Service Users and members of our Board. It takes place at least once every three months and its purpose is to ensure that our Board hears directly from the people that Framework support; particularly about what they think is done well and where they feel services can be improved. Ask a member of Framework staff if you would like to be involved.
Services for Empowerment and Advocacy (SEA)
SEA is an independent advocacy and involvement service. Their working practice is firmly based on the concept of “dialogue not confrontation” by encouraging and enabling Service Users to speak up and have their views heard. They attend our Service User Forums (SUF) and other participation events. SEA can be contacted on freephone 0800 0197 828 or at info@seaparticipation.org.uk.
