Ensuring we deliver what matters to you
Overview
We own our housing stock of approximately 5,300 homes. The majority of our housing stock is located in Ellesmere Port and Neston with around 130 homes being located in Winsford. We are passionate about putting the needs of our tenants at the heart of everything we do.
We aim to provide affordable homes of the right type and quality to meet the housing needs of those who are unable to meet their own needs in the housing market now and in the future. We will work in partnership to support our tenants to prosper and improve their wellbeing and ensure neighbourhoods and communities are sustainable, safe and pleasant.
To help achieve the above aim, we have developed the following three objectives:
- Providing safe sustainable homes and safe communities
- Developing creative ways to involve tenants and leaseholders
- Ensure there is effective financial control overseeing our work
We have worked with our tenants, leaseholders and staff to develop the following three documents that oversee our work:
The Together with Tenants Charter (PDF, 2.52MB) has been developed by ourselves, in partnership with our tenants as a way of making clear the things that matter to you.
We are committed to providing the best possible services to tenants, putting you at the heart of decision making.
Our aims
The aims of the charter are to:
- make clear what is important to you as tenants
- be open about our commitment to improve our services
- improve our accountability to you
Our key pledges
The key pledges of the charter are:
Communication
When you access any of our services, we promise that we will keep you informed and give you the ability to tell us what you think of the services you receive, so we can use your feedback to help improve the services we provide to you.
Responsibility
When we make a mistake, we promise to be approachable and to take responsibility and put it right as quickly as possible, keeping you informed throughout.
Your community
We promise to work with you to help create greener, fairer, stronger communities.
Quality of your home
When we maintain your home, we promise that the quality of our work is of a high standard and your neighbourhood is maintained and serviced and remains fit for purpose. We promise to use contractors that deliver a high-quality service and where they use components that these are of a good standard.
Your safety
When we carry out repairs and improvements to your home, we promise that your home will be a safe place in which to live, and it forms part of a safe and secure community.
To manage our homes effectively we have committed to deliver on the following six objectives:
- Ensure homes are fit for purpose
- Ensure homes are safe to live in
- Ensure homes help meet housing needs
- Help contribute to social and environmental wellbeing
- Reduce carbon emissions and environmental impact
- Ensure there is effective financial control overseeing our work
More information can be found in our Council Housing Asset Management Strategy (PDF, 2MB).
We want to put our tenants and leaseholders at the heart of what we do and have promised to deliver on our four objectives as follows:
- listening and acting
- providing information and feedback
- developing creative ways to involve tenants and leaseholders
- providing safe homes and safe communities
More information can be found in our Tenant Engagement Strategy 2025-20 (PDF, 350KB).
