Our Members Protocol
How we will deal with enquiries from elected members and
MPs
East Kent Housing recognises the important role that councillors
and MPs have in representing the interests of their constituents,
especially where they are experiencing difficulties with the
services that we provide. We want to work closely with all elected
members to help them deal effectively with issues raised by their
constituents. This protocol sets out what councillors and MPs can
expect from East Kent Housing when they contact us.
Response times
We aim to deal with members enquiries as quickly as possible.
Our targets when dealing with enquiries from members are as
follows:
- Emails, within two working days
- Letters, within 10 working days
- phone calls, calls returned within 24 hours but same day if
possible
Area Boards
Building on the previous tenants’ forum frameworks, Area Boards
are being established in each of the four council areas to
strengthen local accountability to both tenants and elected
members. Each council is required to nominate two councillors to
serve on the Area Board.
However, Area Boards are open meetings and all councillors are
welcome to attend. Anyone can participate in the meeting at the
discretion of the Chair. Area Boards will, amongst other things,
have the opportunity to scrutinise performance in service delivery
as well as decisions of the main Board of East Kent Housing. They
will also provide a consultation body for both East Kent Housing as
service provider and the councils in terms of their on going
residual and statutory responsibilities as owners of the housing
stock.
Openness and transparency
The Board of East Kent Housing has made a commitment to
conducting its business in an open and transparent manner. The
programme of Area Board meetings will be published on the Internet
and in tenant newsletters. Minutes of meetings of the main Board
and Area Boards will be published on the internet.
Contact details
We will ensure it is clear who the most appropriate person to
contact in East Kent Housing is. Councillors are in the first
instance encouraged to contact the relevant Area Manager. Alternatively, if the issue is of
significant concern about our processes or local decisions,
councillors should feel free to contact the Chief Executive or
other members of the senior management team.
Customer confidentiality
We will try and respond promptly and openly to all enquires from
elected representatives. However, if the response requires the
disclosure of confidential information about the tenant, their
family or neighbours, we may need to seek their consent before
giving this information to any third party including councillors
and MPs.
East Kent Housing responsibilities
We are responsible for managing council housing and associated
estates and communal areas. The Council’s strategic housing team
remains responsible for:
- The housing waiting list/housing register
- Applications and assessment of homelessness including providing
temporary accommodation for homeless families
- Arrangements with housing associations for the provision of new
affordable housing
- Housing conditions in the private rented sector
Created May 2011