Tenant Charter - Single Point of Contact

The London Borough of Lambeth (the Council) have recently introduced a Renters Charter (the Charter), published on the website here - www.lambeth.gov.uk/your-renting-rights The Charter provides advice and information to private renters in the borough about their rights and responsibilities.

The Council wishes to procure a third-party provider to respond to requests for information and help via telephone calls made by persons making use of the information provided in the Charter.

The successful provider will note that from time to time the Charter will be updated to ensure it remains current and up to date. The Council will expect the contracted provider to remain competent in all areas of the Charter (including updates).

In addition, the contracted provider will provide advice and assistance to private tenants in their application for a Rent Repayment Order (RRO). Where it is a person in receipt of Local Housing Allowance the contracted provider will refer the case to the Council to consider seeking an RRO.

The contracted provider will need to respond to a dedicated telephone number, which will be a Council number monitored by the contract organisation for Lambeth residents to call within defined hours.

The contracted provider will provide expert advice to the callers on all aspects of the Charter and will aim to resolve matters without redirecting to the Council.

Where necessary the contracted provider will refer/sign post callers to the appropriate services within the Council or external agencies/organisations.

Where the contracted provider refers to another service, they will ensure all relevant details are provided in writing to the service.