Customer charter (banner)

Our customer

Our vision is to be trusted
for the quality of homes and
services we provide.

About our customer charter

Our customer charter is simple: we care, we listen and we act. Watch this video to find out more.


We care

We care by:

  • Providing homes that are safe and well managed
  • Providing information that's easy to understand
  • Treating customers with respect

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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.

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We act

We act by:

  • Resolving things first-time and, if we can’t, taking ownership and keeping our customers informed
  • Publishing our performance in an open and honest way
  • Ensuring the whole business is accountable for the experience of our customers

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Together with tenants

We are proud to be an early adopter of the together with tenants scheme, organised by the National Housing Federation.

Together with tenants

This means, we are committed to helping our customers feel represented and listened to and to meaningfully involve them in the decision-making that determines the quality of their homes and services they use.

Read more about together with tenants

Your views are important to us

We aim to provide a consistent, outstanding service for our customers.

Hearing what our customers think of our services is really important to us, as we use feedback to make decisions and improve our services.

See how we've used customer feedback to improve [pdf] 825KB

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