Following a review of the company’s financial situation, Reading Borough Council is considering whether the company will continue as a separate entity.
Homes for Reading stopped buying new properties in 2019 following a number of changes to the financial context in which the company operates. While the company has continued to provide housing management services to current tenants since that time, these arrangements will need to be brought to an end if a decision is made that the company will cease trading.
All Homes for Reading tenants are now being consulted on the course of action the Council should follow. If a decision is taken to wind up the company, tenants will be allowed to remain in their homes until at least the end of their current tenancy agreement. They will also be provided with support and assistance in finding new accommodation.
Homes for Reading Ltd. is committed to providing a good service across all its business activities.
So far as is reasonably practicable, Homes for Reading Ltd. will:
Signed:
Mark Green – Managing Director: 13/12/2018
Sarah Hacker – Chair: 13/12/2018
At Homes for Reading Ltd we welcome all customer feedback and complaints and see them as:
To ensure this policy is effective, Homes for Reading Ltd. will implement the following arrangements:
To provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint;
To publicise the existence of our complaints procedure so that people know how to contact us to make a complaint;
To sign-post how we will deal with complaints relating to contractors or service providers operating on behalf of Homes for Reading Ltd.
To make sure everyone at Homes for Reading Ltd knows what to do if a complaint is received;
To make sure all complaints are investigated fairly and in a timely manner;
To make sure that complaints are, wherever possible, resolved and that relationships are repaired;
To gather information which helps us to improve what we do.
A Complaint is any expression of dissatisfaction made to Homes for Reading Ltd by a Customer to the effect that we or our associated people, service providers or contractors have failed in some way in the delivery of our services or the manner in which we have dealt with an issue.
This means that when any Customer who comes into contact with Homes for Reading Ltd makes a statement that they feel we have failed in some way, something we have or have not done is unsatisfactory or unacceptable, whether justified or not, and they require a response from us, this will be treated as a complaint.
Dissatisfaction is a matter of perception. It includes where we are perceived to have failed to fulfil our promises, or meet expectations. An issue such as a boiler breaking down may or may not lead to a complaint but in itself is not. However, where we fail to respond to a telephone call promptly about the breakdown or fail to return a call as promised, this is more likely to be considered a complaint.
Other examples of complaints (included but are not limited to):
If you have a complaint you have a number of options:
Senior Property Manager
Homes for Reading Ltd
Civic Offices,
Bridge Street,
Reading,
RG1 2LU
Our seven steps to resolution:
Property Redress Scheme:
Premiere House, 1st Floor
Elstree Way
Borehamwood
Herts
WD6 1JH
T: 0333 321 9418
E: info@theprs.co.uk
W: www.theprs.co.uk
RICS Dispute Resolution Service
Surveyor Court
Westwood Way
Coventry
CV4 8JE
T: 020 7334 3806
E: drs@rics.org