Introducing our new service standards 

We're committed to delivering good-quality services to our residents, and to putting things right if they go wrong.   

Published: 01/10/2025

---

We also want to be clear about what you can expect from us and how quickly we'll respond. 

That’s why we’ve created a new set of service standards. They explain exactly what we promise to do. 

We’re committed to: 

• Getting things sorted: resolve issues first time where possible. If not, respond within five working days and keep you updated. 
• Keeping residents updated: explain changes or works in advance and be clear about how and when we’ll communicate. 
• Being honest and accountable: be upfront about what we can and can’t do. If something goes wrong, explain what’s happening and how we’ll fix it.
• Listening and supporting: treat you with respect and fairness, listen carefully, and communicate in a way that works for you.
• Learning and improving: share how we’re doing, review performance, make improvements, and use feedback to do better.  

This is only the first step. Over time we’ll develop more detailed, service-specific standards with colleagues and residents.  

Read more about our service standards