Local offers
The housing regulator in England and Wales called the Tenant Services Authortiy requires all social landlords to have a set of local offers in place by 1 April 2011. Local offers form part of the new way of governing social housing.
Local offers allow you to see exactly how Derwent Living is performing in the area where you live. As well as finding out if you’re getting the best level of service, you can also compare against the other areas in which we operate.
After consultation, local offers were finalised in March 2011 and launched on April 1 2011.
Local offer performance
Click here to view Derwent Living’s recent local offers performance.
Your local offers
• We will return your call within one working day
• We will resolve your phone query at first point of contact
• We will acknowledge your complaint by phone within two working days
• We will offer a resolution to your complaint within 10 working days
• We will complete any ‘emergency’ repair within 24 hours
• We will complete any repair classed as ‘urgent’ within five working days
• We will give you an appointment date and time slot for your repair and keep it
• We will not close your anti-social behaviour (ASB) case without your agreement and we will report customer satisfaction with our ASB service
• If you report a repair which needs inspecting a maintenance surveyor will visit you within five working days
• We will respond to reports of ASB by victims, including those made to our 24 hour reporting phone line, within one working day and discuss how to proceed with you and make sure that you understand the options available.
Retirement Living local offers
In addition to the offers above, retirement living customers have an additional set of local offers:
• We will review and update your emergency contact details every six months
• We will agree a support plan with you, discuss your requirements and share information held with you and your family/carers as agreed with you
• We will visit you in your new home within one week and ensure you have enough care and support in place when you move in
• We will explain our charges and what they cover when you move to a new property and then every year after that.
View the local offers information leaflet
Local offer areas
Challenge Hour
Local offers aren’t just a new way of reporting how we are doing with our services. We are keen to get as many people as possible to join us in a new involvement opportunity called Challenge Hour.
Challenge Hour will be a chance to get together and raise local issues, find out what’s happening and help shape how Derwent Living works. Challenge Hour will also allow us to ask you about the overall service we provide and to discuss other related matters.
Events will take place in your local offer area or if you prefer you can take part online using our webinar service. Each session will last approximately one hour. Time will be split into areas of discussion such as reporting on local offer performance, consultation issues and feedback about other local services we are providing in your area. There will also be a prize draw at each of the meetings for those attending. We will let you know details of events in your area before they take place. For more information about local offers or our Challenge Hour sessions email getinvolved@derwentliving.com
