We’ll provide opportunities for you to scrutinise our services and hold us to account for the services we provide and the quality of your home.
We’ll:
- Ask our Vico Scrutiny Team to carry out at least two reviews each year and recommend improvements to our Customer Committee.
- Publish our Annual Report to Customers so they can see how well we are delivering experiences and services to them, so they can challenge our performance if needed.
- Publish how we are performing against Our Promises to Customers and Tenant Satisfaction Measures (TSMs).
How will we know we’ve been successful?
We use Tenant Satisfaction Measures (TSMs), which were introduced by the Regulator of Social Housing (RSH), to tell us how well we’re doing for customers. Our performance can be viewed here but customers told us the key measure to use for this promise was:
- To publish our Annual Report to Customers so they can see and challenge our performance.