Getting to know our customers

Posted: 22/09/2017

At ForHousing we want to make sure that the homes and services we offer as the provider of housing management services, on behalf of your landlord Cheshire West and Chester Council, are of the highest quality, accessible and fair. The more we know about you, and the people who live with you, the more we can offer services that suit your needs.

We realise that personal information will change continually, so we will be asking you to update your details at regular intervals. If your circumstances or contact information does change it is important you contact us to let us know.

In addition, we will also visit a number of customers in their homes each year to update the information we hold. We will contact you in advance of a visit and will arrange a time to suit you. When we visit we will always show identification and you can verify the visit and staff member by contacting us. Please see the FAQs below for further information.

Why is ForHousing asking for this information?

By knowing more about our customers it will help us to:

  • Understand service needs now and for the future;

  • Ensure we are delivering services in a fair and equal way;

  • Develop and improve the service we deliver to you.

Do I have to answer all the questions?

  • If there are any questions you do not feel comfortable answering please let us know. However providing answers to the questions we ask will help us meet your current and future needs and develop our services.

Why is ForHousing visiting homes?

  • These visits are also known as ‘tenancy audits’. The purpose of conducting these visits is to update the information we hold about our customers and the household, to check the condition of properties, and to protect against tenancy fraud.

  • The visits are also be an opportunity to discuss the additional support available to customers who may benefit from this to sustain their tenancies, including help for those who may be under occupying or overcrowded.

  • At the visit you will be asked to provide two forms of identification, which must include one photographic form of ID to clarify who you are.

  • The information we ask will also help to identify opportunities for service improvement, including identifying customers who wish to be involved with ForHousing and their preferred methods of involvement.

What happens with the information?

  • We will store the information on our computer system and where possible and appropriate we will use it to respond to service requirements you may have.

  • We will regularly check with you that the information we hold about you and your household is correct.

  • You can also contact us to update your information when your circumstances change.

  • The information you provide will be held and used in accordance with the Data Protection Act 1998.