Our offer to customers

We believe that everyone deserves a decent home, and we understand that there’s more to this than bricks and mortar. As a great landlord, we’ll provide you with a safe, secure place to live, and innovative support that reflects the best of digital and customer service. We’ll also be clear about our offer to you and your responsibilities to us, so that we can work with you to manage your tenancy well.

Customers at the heart of everything we do

We want to put you at the heart of our services by making it possible for you to participate in and influence the decisions that we make. That might be through our regular surveys and feedback mechanisms, through taking part in our Customer Scrutiny Panel reviews, or by volunteering as an Estate Champion, working with us to improve the environment in and around your neighbourhood. In response to your feedback, we’ve introduced new ways of working that provide you with excellent, personalised services and easy-to-use digital solutions, including My Account, our online portal where you can manage your tenancy 24/7.

Our Service Standards – our commitments to you - underpin all this. We’ve used feedback from customers on what matters most to them to decide which standards to focus on.

A safe, secure home from a great landlord

A safe, secure home from a great landlord

These standards make it clear to you what your rights and responsibilities are, so you can hold us to account as your landlord.

1. We'll put your safety first

We know it's important that your home is maintained to a good standard of safety and repair. We'll make sure:

  • That your home meets all the relevant safety standards
  • You’re waiting no more than 10 calendar days for any standard repairs to be completed
  • We work closely with you to resolve any anti-social behaviour issues as quickly and safely as possible. We’ll keep you updated each step of the way
  • Once a year we’ll complete a property inspection of your home, and invite you to a full walkaround and inspection of the estate or area in which you live. Between us, we’ll agree if any improvements need to be made, and who will carry these out

2. We want to make sure your voice is heard. You can expect a friendly and honest service from us

We will:

  • Personalise the service and communication we give to you
  • Ask you what you think of us and the services we provide
  • Listen to your feedback whenever you want us to
  • Be accountable to you for the commitments that we’ve made
  • Use your feedback to improve our services and change what isn't working
  • Answer as many of your queries as we can the first time you contact us about them

3. We'll make things easy for you, and work with you to find solutions and answers

We know it's important that you have access to the support you need to make your tenancy a success. We'll make sure:

  • Give you the online tools to manage your tenancy at a time that is suitable to you
  • Our knowledgeable team will be available when you need them
  • When you sign up to one of our properties, we'll give you the date you'll be able to move in
  • If you owe us rent, we'll tell you within one working day and help you to get back on track with your payments
  • If you are struggling with your tenancy, we work with you to make it a success
  • We listen to your complaints and take them seriously. Within one working day, we'll agree with you the timescales for the investigation and resolution
  • Where we're not able to help you, we signpost you in the right direction and work closely with partner agencies to make your tenancy a success

4. We'll be transparent

We will:

  • Tell you how we learn and change over the course of the year - we'll tell you the difference your feedback is making to our services
  • Publish our performance against our Service Standards, and tell you what we're going to do differently

What do we ask of you?

We need to partner with our customers to get the best possible outcomes. So we need you to be a respectful and conscientious neighbour, who strives to manage your tenancy as a successfully as possible. We need you to be honest with us, and trust us to be able to help you.

Constantly improving

We want to provide our customers with the best service, but when we don't, we need customers to tell us so we can put it right.

We will monitor this through customer feedback, complaints, and reviews, and will publish our performance against these service standards in our annual report, but also throughout the year.