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Customer Pledge

We promise to deliver high quality products and services to our customers that are effective, efficient and easy to understand. We have carried out consultation to highlight what things are important to customers, and have used this feedback to develop our Customer Pledge. 

Great Customer Experiences - We Will: 

  • Treat you with respect and behave professionally at all times
  • Deal with your enquiries fairly and provide feedback in a timely manner
  • Listen to your views and use these to improve our customer offer 
  • Let homes quickly to encourage strong, sustainable communities
  • Respond to reports of anti-social behaviour and work with you to resolve any concerns
  • Show our identity badges at all times so you know who you are speaking to
  • Use plain language and different formats to communicate in a way that is accessible to all. 

Great Homes and Places – We Will:

  • Maintain your home to at least the ‘Decent Homes’ standard 
  • Strive to keep all appointments that we make with you
  • Provide annual gas servicing and fire and smoke alarm checks within your home
  • Carry out high quality repairs to your home in line with agreed standards
  • Offer an aids and adaptations services so that you can stay in your home for longer
  • Provide dedicated Tenant Advisors who will be responsible for the area in which you live
  • Maintain our estates and open spaces to agreed standards. 

Great Business Delivery – We Will:

  • Protect the safety and security of your homes through how we manage our business
  • Achieve value for money savings and report these to you on a regular basis
  • Keep you up to date on how we are performing within our customer magazine ‘Your Homes’. 

Our pledged has been signed by our chief executive, chair of the board and chair of the tenant panel