Our customer
charter
Our vision is to be trusted
for the quality of homes and
services we provide.
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
Resolving things first time and taking ownership if we can't
-
18,240
Over 18,000 responsive repairs
completed in the last year. -
Reliable internal systems
help us keep track of tasks. -
We have a network of partners
who we work with for specialised tasks.
Publishing our performance in an open and honest way
-
We publish our customer partnership board
meeting minutes on our website. -
Annual strategic and financial reports
are available to read on our website. -
Business update given at
every customer partnership event.
Ensuring the whole business is accountable for the experience of our customers
-
Dedicated service and business
improvements team. -
Our office-based colleagues focus
on helping our frontline teams. -
Internal processes make all colleagues
responsible for our customer experience.