8.9.3  Tenancy and Leaseholder Services

The Contractor is required to provide courteous, efficient and effective Customer Services at all times, including:

a)  The provision of accessible tenancy and leaseholder management services during Working Hours via the telephone and face-to-face services.  Where appropriate, this shall also include offering appointments to discuss matters within 5 working days of initial contact;

b)  Dealing with all correspondence received in respect of tenancy and leaseholder matters (which, for the avoidance of doubt, includes all services within this Output Specification) within 10 working days;

c)  Acknowledge all complaints received in respect of tenancy and leaseholder matters (which, for the avoidance of doubt, includes all services within this Output Specification) within 2 working days, providing a full response in 15 working days;

d)  Investigating and where appropriate dealing with any Tenancy or Leasehold breaches within 5 working days.  Where such breaches might be categorised as neighbour nuisance, including harassment (of any nature) then such investigations shall be made within 3 working days or hate crime within 1 working day;

e)  The provision of translation and interpretation services as appropriate for the profile of residents; and

f)  The provision of a tenant/leaseholder handbook for all residents, providing accurate and relevant information on issues including but not limited to accessing Contractor services, health and safety, refuse disposal, security, fire safety, use of equipment and fixtures and energy efficiency including:

i.  Heating and hot water controls;

ii.  Use of ventilation;

iii.  Avoidance of condensation;

iv.  Methods of payment of utility bills; and

v.  Emergency and safety procedures in relation to electricity and gas.