Access, customer care & user focus

• How effectively does the organisation communicate with its service users and stakeholders about tenancy and estate management issues?
• How easily do service users access the service?
• How clear and comprehensive are service standards from a service user’s perspective?
• How does the organisation consult with and respond to service users?
• What service user satisfaction has been achieved within this service area?

Diversity

• How does the organisation respond to the diversity of its community to ensure that all users, or potential users, have fair and equal access to tenancy and estate management services?

Tenancy management

• Does the organisation comply with the statutory and regulatory requirements in providing tenancy management services?
• Has the organisation developed and promoted good quality, effective and appropriate tenancy management services, which help to ensure those tenancies are sustainable?

Enforcing tenancy conditions and dealing with anti-social behaviour (ASB)

- Prevention and early intervention

• Does the organisation have a holistic approach to tackling ASB which places emphasis on prevention and changing behaviour as well as enforcement?
• Have effective partnerships been formed at a local level with statutory and other appropriate agencies, council departments and other landlords on the sharing of information, and tackling ASB?

- Support

• Does the organisation provide appropriate and sufficient support to victims and witnesses of ASB? • Does the organisation provide appropriate and sufficient support to tackle the causes of ASB?

- Enforcement

• Does the organisation deal quickly, sensitively and appropriately with all incidents of nuisance, ASB and harassment, in accordance with published procedures and their legal remedies?

Estate management

• Does the organisation comply with the statutory requirements and good practice in estate management?
• Are estate grounds and other communal areas kept clean, tidy and attractive by working closely with service users, other departments and external agencies?

Void property management

• How promptly are empty properties identified and re-let and is this in accordance with published procedures and service standards?
• Does the organisation have a strategic approach to tackling low demand and difficult to let property?

Value for money

• How do the costs and standards of services compare with other similar services?
• Are costs commensurate with service delivery, performance and the outcomes achieved?
• Does the organisation provide service users with accurate information on services?
• Are modern procurement methods and partnerships applied that result in demonstrable value for money and delivering outcomes that meet the needs of users? • Do value for money considerations focus on the costs and benefits to the customer?