Our promise to customers lets you know what you can expect from us and how we’ll provide a great customer experience.
Relationships
We will always treat you with kindness and 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.
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.
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.
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.
Quality
We will make sure you get great customer experiences as well as a quality, well maintained, safe and well managed home.
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.
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.