Decant Policy

13.1         The Repairs and Maintenance Team is responsible for monitoring the progress of decant works and ensuring that tenants return to their home as quickly as possible following completion of the work and liaising with any other relevant department.

13.2         The Customer Care Officer will keep in touch with the tenant throughout the decant period. They will keep the tenant informed of any delays or issues that arise and will inform the tenant of the completion date as soon as this is confirmed.

13.3         On completion of the works, the Customer Care Officer will arrange for the keys to be returned to the tenant and for the decant accommodation to be ended. The Customer Care Officer will contact the tenant one week after their return to ensure that there are no issues outstanding and inform the Rent and Income Team.

13.4         The tenant's access to the property must be agreed with Housing Management and the Repairs and Maintenance Team.

13.5         Gateshead Council will collate and monitor performance information in relation to repairs strategic key performance indicators. This includes the Regulator of Social Housing (RSH) requirements set out in Tenant Satisfaction Measures.

13.6         Customer satisfaction testing will be conducted regularly and independently on a random selection of completed repairs.

13.7         Customer insight will be analysed to identify trends to continually improve service delivery.