Our service standards

We will provide the best possible service, treating you fairly, equally, with respect, courtesy and consideration. We will provide a friendly and helpful service and ensure that information is treated confidentially.

We work to a set of customer charters which set out the standards of service we aim to achieve. We are committed to improving our service standards and will regularly review these charters in consultation with residents.

This information explains what standards of service you can expect from us.

What you can expect from us

We will:

• provide the best possible accessible services
• treat you fairly, equally, with respect, courtesy and consideration
• respond to enquiries within published timescales, and provide clear information
• allocate our properties fairly
• re-let our properties as quickly as possible, to an agreed standard of repair and cleanliness
• provide an efficient housing management service
• keep rent and service charge arrears to a minimum
• deliver an efficient and responsive repairs and planned maintenance service
• maintain our estates to the highest possible standard, eg: landscaping, litter
• encourage you to become involved in the services you receive
• listen and take account of your comments
• provide an effective and efficient low cost home ownership service; and
• provide sheltered housing, which may include additional support.

We expect you to

• comply with the terms of your tenancy agreement or lease
• respect our staff, contractors and agents
• complete any forms and provide any information we require. (if you need assistance then please ask us); and
• tell us of any changes in your circumstances that affect your housing.

We will provide the best quality service, treating you fairly, equally , with respect, courtesy and consideration. We will provide a friendly and helpful service and ensure that information is treated confidentially.
We work to a set of customer charters which set out the standards of service we aim to achieve. We are committed to improving our service standards and will regularly review these charters in consultation with residents.
At the request of and in consultation with residents we have developed service standards for residents who rent and leaseholders.

We will respond when things go wrong.

We take all complaints seriously and have procedures in place to ensure that your complaint is dealt with fairly and promptly.

We hope to resolve most complaints informally. Therefore, the first thing you should do is contact us.

Compensation will be considered when we fail to meet our published standards. The level of compensation will reflect the level and nature of disruption and inconvenience you have experienced as a result of our service failure.