Customer Charter

We are committed to improving the lives of our tenants by creating confident communities - which goes beyond providing a roof over people's heads.

We are more than just bricks and mortar. Our Vision is about transforming where people live, changing attitudes towards the environment, encouraging people into employment and helping those who need our support to develop and maintain their independence.

We ensure that every pound we spend is 'Value For Money' through competitive tendering and benchmarking. We believe every pound spent in the local economy helps to support local businesses, local employment and local opportunities for community improvements.

We will:

  • keep you safe – maintaining your home, respecting your privacy and keeping your information safe.
  • see things from your point of view – giving you the opportunity to get involved and use your feedback to improve our services.
  • provide excellent customer service – our competent and knowledgeable employees will provide prompt and efficient services.
  • be easy to deal with – we will be helpful, polite and treat you with courtesy and respect however you choose to contact us.
  • be open and honest – we will provide you with clear information about our services and performance, keep you informed and help you to manage your tenancy.

We expect you to:

  • treat our employees with courtesy and respect. We will not tolerate abuse, threats or aggressive behaviour and we will take action if we consider that your behaviour is unacceptable.
  • provide any information and the access we need to deliver services to you in a timely manner.
  • tell us if you need help or support with your tenancy.
  • respect your home and observe the terms and conditions of your tenancy agreement.

When things go wrong we will:

  • have a complaints policy and procedure to help resolve your complaint.
  • investigate your complaint and provide you with a written response in line with our procedures.
  • apologise if we have done something wrong and tell you what we will do to put it right.

Click on the headings below to find out how we are delivering against these promises.

Contacting us

Service standard 2018 / 2019 performance
90% of customers satisfied with our OneCALL service. 92.6%
100% of correspondence will receive a response within seven working days. 98%
100% of social media contacts will be acknowledged within one working day. 100%

Contact us


Service standard 2018 / 2019 performance
100% of Homesearch applications will be registered within ten working days of all necessary information being received. New Indicator



Service standard 2018 / 2019 performance
All emergency repairs will be responded to within 24 hours. 98%

Repairs guide for tenants

Rent and other charges

Service standard 2018 / 2019 performance
100% of tenants will be notified each year of their rent and charges. 100%

How are rents calculated?

Antisocial behaviour

Service standard 2018 / 2019 performance
90% of tenants are satisfied with how their nuisance complaints are dealt with. 81%

ASB Procedure Summary

Home improvements

Service standard 2018 / 2019 performance
We will confirm if you have been granted permission within 20 working days. New indicator

Can I decorate and make improvements to my home?


Service standard 2018 / 2019 performance
We will hold one leaseholder event each year. 100%

Leaseholders guide

Compliments and complaints

Service standard 2018 / 2019 performance
98% of complaints answered in target. 100%

How do I make a compliment / complaint?