Our commitment to you
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.
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What this means for you
These standards will mean clearer communication, faster responses, and more consistent service. We’ll also publish updates so you can see how we’re meeting these standards and where we need to do better.
This is just the first step, and we’ll keep working with residents and colleagues to develop even more detailed standards.
How we are doing: Tenant Satisfaction Measures
