Customer charter (banner)

Our customer
charter

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

We listen

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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Seeking feedback on the services we provide

 

  • contact icon

    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.

  • Focus groups icon

    We hold regular focus groups with
    customers receiving a particular service.

Making it easy to raise issues when things go wrong

  • complaint response icon

    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.

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