The Council owns and manages approximately 8,500 properties. These are mainly concentrated in estates with a mixture of houses, flats, bungalows. There are also some special schemes for older people.

The day-to-day management of the properties and the provision of services to tenants is handled on a local level through 3 area offices in Holywell, Mold and Connahs Quay.

All matters relating to tenancies are handled through the area offices. The operation of the area office service is overseen by the Head of Customer and Housing Services.

The collection of rent is done in a variety of ways including through 4 cash offices. Also certain services such as homelessness and right to buy applications are handled at the Housing Headquarters in Flint.

The Repairs Service to tenants operates centrally from the Council's Depot. This is overseen by the Housing and Property Maintenance Manager.

What Do We Do?

Area Housing Offices provide the following services:

tenancy management: letting homes, neighbour problems, changes in household circumstances and tenancy advice.
rent and service charge management: collection, accounts, information and arrears
arranging transfers and exchanging homes
handling Right to Buy enquiries
tenant consultation and participation
welfare benefits advice
estate management and caretaking
letting and management of garages

Each Area Office has estate caretakers. They work on a variety of tasks wherever they are needed to maintain high standards of service in their area.

The Council's Depot deals with:

day-to-day repairs and maintenance, including upkeep of communal areas
programmed maintenance and improvements
annual servicing of gas appliances and heating systems owned by us
general building maintenance services to leaseholders living in our properties

Our Service Standards
Our staff are always happy to discuss any query, problem or worry council tenants may have about their tenancy or related matters. We will always be polite and treat customers with respect, and will give them as much help and advice as we can.
We respect people's right to privacy and confidentiality. All the information given to us is confidential. However, we are legally obliged to share certain details with other public bodies, (eg the Benefits Agency, Inland Revenue). At all times we will follow the guidance set out in the Data Protection Act 1998.

Equal Opportunities
We have clear policies and procedures which promote equal opportunity and respect for the needs of everyone in our community.
These policies have been developed in line with all relevant Government Acts and statutes which include such issues as equal pay and discrimination on the grounds of sex, race or disability.
We are committed to ensuring that no housing applicant, job applicant, tenant, contractor, tenant representative or employee receives less favourable treatment than another on the grounds of religious or political affiliation, colour, ethnic or national origin, sex, sexual orientation, disability, race, creed, marital status or age. We will act swiftly and firmly against any form of discrimination.

If We Get it Wrong
We try hard to give a fair and efficient service. We recognise, however, that there may be occasions when things go wrong. If this happens we will explain how to go about putting forward a complaint.

Updated on: 30-Jul-2009 13:28:09

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