our local offer

We have worked with you to develop new standards to help us to deliver outrageously brilliant customer service.  We are really pleased to be publishing these standards so that you can see what we want to achieve.

We will tell you how we are performing against all of these standards in our Homelife magazine twice each year. We’re also setting up a number of customer groups across the country to help us to review our performance and improve.

A really big thank you to all of our customers and clients who have helped us to develop these standards through taking part in our consultation, local conversations and all of our interactions over the past year.

customer standards

Being involved

  • We will keep you informed about what we are doing for you and we will seek your opinion
  • We will issue four customer newsletters throughout the year
  • We will respond to complaints, letters and emails within five working days
  • We will ensure that the majority of our customers rate our staff as good to excellent in terms of their attitude and the services they provide

Your Home

  • We will provide a home which meets your needs
  • We will provide you with a convenient appointment time for repairs 
  • We will respond to emergency requests within six hours 
  • We will continue to maintain homes at a minimum of the Decent Homes Standard in England and the Scottish Quality    standard in Scotland.
  • We will invest time and funds to work with you to design a higher standard for all of our customers’ homes.

Your Rent and Terms

  • We will provide affordable rents across our homes in line with the Government’s guidelines.
  • We will provide you with a range and choice of tenures that meet your needs and support vibrant and healthy communities.
  • Where appropriate, we will offer customers a range of occupancy types that meet their needs

Your Neighbourhood and Community

  • We will do our best to ensure that your community is a safe place to live
  • We will tackle anti-social behaviour quickly and effectively
  • We will work with you to improve your neighbourhood

value for money

  • We will ensure that you get value for money in respect of all our services

Governance and Financial Viability

  • We will publish an annual review in a format decided by our customers.
  • We will continue to ensure our financial viability through a programme of independent audits and we will be open about the way we spend money