Our Promise to Customers lets you know what you can expect from us and how we’ll provide a great customer experience.

If you want to get involved find out more on our website, where you can see all the ways you can contribute to making Vico Homes work for you and your neighbours.

Our Vision, 'better futures, vibrant communities' and our Promise to Customers sets out our commitments to you.

In return, we ask you to:

  • Treat our colleagues with courtesy and respect.

  • Treat your home with respect.

  • Provide any information and the access we need to provide services to you quickly and efficiently.

  • Tell us if you need help or support with your tenancy.

  • Charter Relationships VH

    Relationships

    We will always treat you with respect. Our relationship with you will be honest. We will be open about the decisions we make and the things that affect you and we will keep any information we hold about you safe.

  • Charter Communication VH

    Communication

    We will give you important information about your home and community clearly, when you need it and in a way that you can understand. We’ll let you know about our services and how we are performing, how we are run and how we can continue to improve.

  • Charter Voice VH

    Voice and influence

    We really want your feedback. We know that you want to have a say on the things that affect you and we want that too. So we’ll give you a range of ways to share your feedback, get involved and help improve services for you and your neighbours. Your feedback is really valuable to us. It lets us know when we’re doing well and where things aren’t quite right so we can make things better.

  • Charter Accountability VH

    Accountability

    We will provide opportunities for you to scrutinise our services and hold us to account for the services we provide and the quality of your home.

  • Charter Quality VH

    Quality

    We will make sure you get great customer experiences as well as a quality, well maintained, safe and well managed home.

  • Charter Wrong VH

    When things go wrong

    We don’t always get things right and sometimes things go wrong. When that happens, we’ll give you the advice and support you need. We have simple ways for you to tell us when we’ve got things wrong, so complaints are resolved quickly, consistently and fairly.

    And we’re not afraid to say sorry when we get it wrong.

  • Charter Equality VH

    Equality, Diversity and Inclusion

    We know how important it is to hear from a diverse range of voices, from a whole range of groups, backgrounds and experiences. That’s why we reach out to under-represented communities at every opportunity. We’d love to hear from more of you to help us to shape our services and we’ll help you to do that in any way we can.

    This is our promise to customers. In return, we ask you to:

    Treat our colleagues with courtesy and respect.

    Look after your home.

    Provide information and access to your home to help us to provide services to you quickly and efficiently.

    Tell us if you need help or support.