customer promise

Our customer promise sets out the service you can expect from us.

A decent home

A home which meets the 'Home Standard'.

Clear understanding of cost of services and ability to scrutinise and influence budgetary spend.

Ensure customers understand and comply with their tenancy agreements - including tackling anti-social behaviour.
Complete regular safety checks.

Help (signposting) with how to obtain other services.

Good and quick repairs service. Good complaints services. 'One stop shop' for enquiries.

Clear accessible information through a number of dedicated channels.
Various ways to get involved.

'Do what you say you'll do'.

Our customer standards give you some more detail about how we will deliver our promise and the service you can expect when you contact us.

Provide you with a convenient appointment time for all repairs
Respond to emergency requests within six hours
Answer the telephone within 30 seconds
Respond to complaints, letters and emails within five working days
Issue a customer newsletter four times each year
Tackle anti-social behaviour quickly and effectively
Work with you to improve your neighbourhood
Provide a range of accessible opportunities for you to get involved in improving our services

If you’d like to get involved and help us improve the way we deliver our customer promise, find out more here.