Our customer
charter
Our vision is to be trusted
for the quality of homes and
services we provide.
We listen
We listen by:
- Seeking feedback on the services we provide.
- Consulting with customers in a variety of ways.
- Making it easy to raise issues when things go wrong.
Seeking feedback on the services we provide
-
There are lots of ways to contact us, including
phone, email, letter, live chat and social media. -
34,000
Our customer hub answers over
34,000 calls every year. -
95%
We invited 95% of our customers to
take part in our 2019 satisfaction survey.
Consulting with customers in a variety of ways
-
3
We host three customer partnership
events every year. -
8
Our customer partnership board meets
eight times every year. -
We hold regular focus groups with
customers receiving a particular service.
Making it easy to raise issues when things go wrong
-
We have a dedicated
complaint response team. -
5
There are five different ways to raise a complaint,
including email, phone and website. -
100%
We respond to 100% of customer complaints
within 10 days.