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).
If you are a Framework resident and you want to make a complaint, you will need to complete our Complaints Form here.
What happens once the form is received?
- We will acknowledge your complaint within five working days of receipt and, other than in exceptional circumstances, we will respond to your complaint within ten working days.
- If you tell us that you are not satisfied with our response (you will need to provide a reason why), your complaint will then be escalated and looked at by someone different to the person who dealt with it initially.
- We will then respond within 20 working days unless there are exceptional circumstances.
- You can contact the Housing Ombudsman Service for general information about making a complaint. You can also refer a complaint to the Housing Ombudsman if the issues haven’t been resolved despite the complaints process being completed. You can also contact the Housing Ombudsman if we aren’t responding to your complaint.
Please refer to our Complaints Policy for more details.
You can also access independent assistance from SEA (Services for Empowerment and Advocacy) who work with people to ensure their voices are heard by emailing info@seaparticipation.org.uk or calling Freephone 0800 0197 828.
Other useful links
Local Government and Social Care Ombudsman – makes independent decisions on complaints against Councils and Adult Care providers in England.
Care Quality Commission – the Independent regulator of health and social care in England.
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.
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 approximately every six weeks.
It is open to all of our Service Users and its purpose is to enable staff and Service Users to discuss service developments and any issues arising for Service Users. An agenda is set in advance and 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.
