We’ll 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.


We’ll:

  • Respond to all enquiries from customers within seven working days (unless set out differently in a published policy).
  • Answer all calls to our contact centre within 60 seconds.
  • Acknowledge all social media contacts within one working day.
  • Send our monthly Bloom Online newsletter by email to tell our customers about what we are doing and how we are performing. Register to get this. 
  • Make sure our website and social media channels have the latest updates on our services.

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:

• Vico Homes keeps you informed about things that matter to you.
 

86%

of customers say they are kept informed about the things that matter to them.