Our Service Standards and Customer Promise set out the services you can expect from us and our commitment to customer. We are committed to providing you with excellent services, delivered in a range of ways that are convenient to your needs.

  • We will

    We will:

    • Offer a high quality and efficient service;
    • Keep you informed and involved, and help you have your say;
    • Provide value for money housing and services;
    • Treat you with respect and offer a courteous and helpful service;
    • Make sure our services are easily accessible and understandable;
    • Communicate with you in the most appropriate way to meet your needs
  • When you visit our offices we will:

    When you visit our offices we will:

    • Provide offices that are accessible for all;
    • On request provide an interpretation service of those whose first language isn’t English;
    • Provide a clean, tidy and comfortable reception area for you to wait in;
    • Wear identification badges with the members of staff’s name and photograph;
    • Greet you as soon as you arrive;
  • When we visit your home we will:

    When we visit your home we will:

    • Always show our identification;
    • Call at a reasonable time of the day unless we have arranged a specific appointment;
    • Make every effort to give you advance warning and tell you the reason if we are unable to keep an appointment;
    • Give you the opportunity to see another member of staff if you prefer to do so.
  • When we get things wrong we will:

    When we get things wrong we will:

    • Aim to put it right as soon as possible;
    • Keep you informed at all times;
    • Apologise;
    • Aim to learn from our mistakes so they don’t happen again.
  • In return, we ask you to:

    In return, we ask you to:

    • Be polite to our staff and contractors;
    • Be patient during busier times;
    • Be tolerant of your neighbours;
    • Let us know if your circumstances change in anyway that may affect your tenancy.