Service Standards
Our Service Standards explain what we will do, and when, and what we ask of you in return.
We’re committed to providing you with the best possible service. Our Service Standards explain what we will do, and when, and what we ask of you in return.
These are clear promises about how we’ll deliver our services like how quickly we’ll respond to your queries, how we’ll keep you informed, and how we’ll make sure your home is warm, safe and decent.
These standards help us stay accountable and ensure that every customer receives a fair, respectful, and reliable experience. These standards were shaped with input from our customers, so they reflect what matters most to you and they’ll help us improve the way we work together.
Our Tenancy and Neighbourhood Standard
We aim to provide great quality, affordable homes where our customers want to live and feel safe and supported.
Our Tenancy and Neighbourhood Standard (PDF, 1.77MB)
Our Tenancy and Neighbourhood Standard plain text
Our Repairs and Maintenance Standard
We are committed to providing warm, safe and decent homes for our customers of today and tomorrow and will make sure all homes and communal areas are well-maintained, safe and secure. We will provide an efficient and responsive repairs and maintenance service which provides value for money, takes advantage of the latest innovative technology and develops ways to reduce responsive demand.
Our Repairs and Maintenance Standard (PDF, 2.8MB)
Our Repairs and Maintenance Standard plain text
Our Property Investment Standard
Our core purpose is to provide safe and decent homes for customers for today and tomorrow. There are four key principles that guide all planned investment to make sure our homes meet the Government’s Decent Homes Standard as a minimum and remain great places to live for customers.
Our Property Investment Standard (PDF, 2.58MB)
Our Property Investment Standard plain text
Our Complaints Standard
Complaints are very important to us. They help us to learn when things go wrong and how to improve our services. If something does go wrong, we will apologise, investigate what happened and work with you to make it right.
Our Complaints Standard (PDF, 0.24MB)
Our Complaints Standard plain text
Our Customer Involvement Standard
Customers are at the forefront of our decision making and our involved customers hold us to account, ensuring excellent services are being delivered and value for money is being achieved. By working with our customers, we are able to change the way we do things to improve the customer experience.