Customer charter (banner)

Our customer
charter

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

We act

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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Resolving things first time and taking ownership if we can't

  • 18,240

    Over 18,000 responsive repairs
    completed in the last year.

  • Internal systems

    Reliable internal systems
    help us keep track of tasks.

  • network of partners icon

    We have a network of partners
    who we work with for specialised tasks.

Publishing our performance in an open and honest way

  • calendar icon

    We publish our customer partnership board
    meeting minutes on our website.

  • calendar icon

    Annual strategic and financial reports
    are available to read on our website.

  • business update icon

    Business update given at
    every customer partnership event.

Ensuring the whole business is accountable for the experience of our customers

  • Service improvements

    Dedicated service and business
    improvements team.

  • Office

    Our office-based colleagues focus
    on helping our frontline teams.

  • business structure

    Internal processes make all colleagues
    responsible for our customer experience.

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