Sutton Housing Partnership

Sutton Housing Partnership (SHP) was set up in 2006 to manage council housing stock on behalf of Sutton Council

They provide day-to-day housing management services to Sutton Council tenants and leaseholders.Sutton Housing Partnership (SHP). Sutton Housing Partnership is an Arms Length Management Organisation (ALMO) that manages our council homes. As the landlord we receive assurance from SHP around how they deliver services. Due to the arrangement in place, some roles around council housing are kept by us, and other roles are given to SHP.

Roles and remits of Sutton Council and Sutton Housing Partnership include and aren't limited to:

Sutton Council:

• Landlord and owns the homes
• Responsible person for building safety
• Overall responsibility to make sure services are in line with the requirements of the social housing regulator
• In charge of the housing register and  Nominations allocations

Sutton Housing Partnership:

• Rent Collection: Managing and collecting rent payments
• Repairs & Maintenance: Handling all repairs, ongoing maintenance, and improvements to homes and estates
• Tenant Support: Providing support for managing tenancies, financial advice, employment, and training opportunities
• Estate Management: Keeping our estates clean and tidy and working with us on anti-social behaviour (ASB) issues
• Customer Engagement: Listening to and engaging with customers and communities
• Allocation and Letting of Council Housing

How do we make sure SHP delivers a good service?

The council have a strong framework in place to make sure SHP provides excellent service. This includes regular meetings with SHP leadership and joint meetings with involved tenants, giving us clear oversight of their performance.

Tenant Satisfaction Measures (TSMs)

The Tenant Satisfaction Measures (TSMs) have been introduced by the Regulator of Social Housing in England to assess how well landlords are doing in providing good quality homes and services.

The measures focus on five key themes:

• Keeping properties in good repair;
• Maintaining building safety;
• Respectful and helpful engagement;
• Effective handling of complaints;
• Responsible neighbourhood management

SHP carries out over 2,000 satisfaction surveys a year with residents. To view the latest data on TSMs visit Sutton Housing Partnership

What is an ALMO and how it work with us

An ALMO is an Arms Length Management Organisation which is solely owned and funded by us. Sutton Housing Partnership is an ALMO, working closely with us to deliver management services for all of our homes. This includes collecting rent, dealing with tenancy issues and responding to repairs, maintenance and investments.

Compliment and complaints

Please note that Sutton Housing Partnership deal with compliments and complaints about the council housing service they provide. This includes but isn't limited to:

• Repairs and maintenance
• Tenancy matters
• Neighbourhood issues
• Rent

They handle complaints by following the Housing Ombudsman Complaint Handling Code. They offer assurance to us about how they handle complaints and how they learn from them. They do this by sharing information through our governance arrangements which includes having a member responsible for complaints.

Visit Sutton Housing Partnership website for more details about how they've handled complaints on our behalf or to make a compliment or complaint. If you do make a complaint directly to us and it relates to the council housing service we'll pass this complaint over to Sutton Housing Partnership to manage.