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Our customer promise

Our customer promise makes sure that you can hold us to account on the things that matter most to you.

We promise to...

We know our customers know their communities and neighbourhoods best. So we worked with almost 300 of you nationwide from Somerset to Dundee, to develop our Customer Promise; a set of guiding statements where you can measure how we’re performing and hold us accountable to them.

And they’re not just words – we’ve been achieving some great things alongside you and your communities. Have a read below to find out more.

Provide a safe place to live

Provide a safe place to live

Making sure you feel safe at home is our top priority

Deliver a reliable repairs service

Deliver a reliable repairs service

Meeting standards for repairs

Care about you

Care about you

Caring people who make a difference

Help communities grow

Help communities grow

Helping local communities thrive

Tell you where your money goes

Tell you where your money goes

Making it clear how your rent and service charges are spent

Work together with customers and partners

Work together with customers and partners

Improving services and opportunities

Let us know what you think

Let us know what you think

What you think really matters to us. Let us know if something has gone well, or if there's something we can improve.

Together with tenants logo

We worked in partnership with our customers to develop our customer promise, which is in line with the National Housing Federation’s Together with Tenant’s framework.

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