We feel passionately about putting residents at the heart of what we do.

Our customer service standards set out our promise to you, our customers, on how we will provide services that put you at the heart.

Our promise to you:

  1. We make it easy for you to contact us: you will have a choice of different ways to contact us that are easy to access and responsive.
  2. We tailor service delivery according to need: you will receive services and information in a way that is right for you.
  3. We publicise appropriate information and advice: the information and advice we share will be accurate and relevant.
  4. We deliver excellent customer service: You will receive high standards of customer service when you contact us.
  5. We actively listen and learn from feedback: You can give feedback and share your experiences in a variety of ways. Your feedback will be used to
    influence and improve service delivery.
  6. Our code of conduct when working in your home: This is what you can expect when our maintenance colleagues or our appointed contractors visit your
    home to undertake repairs.

Download our Customer Service Standards (PDF) to read how we intend to meet our promise.

If you’d like to share your experience, we’d love to hear from you


Estates Team

Our Neighbourhood Standards

Our neighbourhood standards outline the services that we will provide in the communal areas around your home and the standards of the service you should expect to receive.

Find out more