Service standards

We have a set of standards that ensure we provide the best possible service, treat you fairly, equally, with respect, courtesy and consideration and provide friendly and helpful services.

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 at first contact. 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.

Read more about our service standards for leaseholders here
Read more about our service standards for people that rent here