New Outlook provides a range of housing services to support our tenants and help us manage our homes effectively. This section brings together information about the services we provide, how tenants can access them and how we manage our housing services.

Housing and tenancy services

Information about:

• tenancy management and tenancy agreements;
• allocations and lettings;
• tenancy sustainment;
• rent and service charges;
• ending a tenancy and tenancy changes; and
• advice and guidance for tenants.

Repairs and maintenance

Information about how we maintain our homes and how tenants can report a repair or request an update.
This includes information about:

• reporting a repair;
• emergency and urgent repairs;
• planned repairs;
• planned and cyclical maintenance; and
• maintaining the condition and safety of our homes.

Tenants can report repairs through our existing repair reporting arrangements.

Estate and communal services

Information about how we manage communal areas, shared facilities and other aspects of our housing services.
Anti-social behaviour

Information about how tenants can report anti-social behaviour and how New Outlook manages and responds to reports.

Complaints, compliments and feedback

We welcome feedback from our tenants.

Tenants can:

• make a complaint;
• provide feedback;
• tell us when something has gone well; or
• contact us with a general enquiry.

We use complaints and feedback to help us identify areas where our services can be improved.

Tenant involvement and engagement

We want our tenants to have opportunities to share their views and influence the services we provide.

Information about tenant engagement, consultation and opportunities to provide feedback will be made available through our website.

Support and advice

New Outlook provides housing alongside specialist support and care services for people with visual impairment or other specialist needs.

Information about the services available and how tenants can access appropriate support or advice is available through our website and relevant service information. New Outlook’s existing website describes its housing, care and support services and the support available to people living in its accommodation.

Accessibility

We want our tenants to access our information. We can provide information in alternative formats where required, including large print, easy read, and audio. If you need information in an alternative format or require assistance accessing our services, please contact us.

Contacting New Outlook

Our website provides information about how to contact New Outlook and access our housing services.
Where specific information is not available on our website, tenants will be able to use the STAIRs information request process from 1 April 2027, subject to the STAIRs requirements.