Our customer promise

• We’ll guarantee your home meets all fire safety standards and contains a working smoke alarm
• We’ll make sure gas and electric safety checks are carried out in the required timeframe – it's your responsibility to allow us access to carry out these checks
• We'll make sure your home is secure and all external doors fully meet the relevant British Standards

Or for leasehold and shared ownership customers it means...

• We will make sure that your buildings, grounds and communal facilities are safe
• We will give you advance notice before carrying out non-emergency safety checks
• We will tell you about what we find and any major works we need to carry out as a result

• We’ll aim to attend emergency repairs in six hours and make sure any damage is made safe
• We’ll aim to resolve all standard repairs in 14 days
• We’ll keep you updated on the status of your repairs and maintenance work and share all relevant information

Or for leasehold and shared ownership customers it means...

• We will make sure all maintenance is carried out to the standard we set and we will hold our contractor partners to account
• We tell you in advance if work is needed and provide clear information and timescales
• We will make sure any defects to new build properties are completed in an agreed timescale and we will carry out a defect call with you within two weeks of you moving into your new property

• We’ll make our complaints process easy to access and simple to understand
• We’ll make sure our colleagues have the relevant up to date skills and training
• We’ll recruit caring colleagues who understand their customers’ individual needs and can offer the support needed

Or for leasehold and shared ownership customers it means...

• We will give you a clear point of contact and they will introduce themselves to you
• We will be open and honest in all our communication with you
• We will recruit caring and competent staff
• We will make sure that customers are central to the decisions that we make
• We will make our complaints process easy to access and simple to understand

• We'll make local investment to support communities to thrive
• We’ll carry out inspections to make sure your neighbourhood or service is clean and tidy
• We'll take strong action where anti-social behaviour happens and work closely with partners to tackle incidents

Or for leasehold and shared ownership customers it means...

• We will help you to form your own communities and resident associations, and we can offer support and advice where you for ask it, or where there’s a safety concern
• We will work with you to improve and enhance the safety of your community
• We’ll take strong action where anti-social behaviour happens and work closely with partners to tackle incidents

• We’ll tell you how your rent and service charges are calculated each year
• We’ll tell you how and why we make decisions on large projects and spend from head office
• We’ll tell you how and why we spend money on your home and community

Or for leasehold and shared ownership customers it means...

• We will provide you with clear, consistent, transparent and up-to-date information on your accounts, service charges and buildings funds
• We will explain how we spend your money and let you know if there are any changes to the charges you pay
• We will make it possible for you to nominate and use local contractors 

• We’ll help you contact agencies who can offer specialist advice, such as the police, charities and your council
• We’ll work with partner organisations to offer you full support
• We’ll work with you to receive feedback and improve our services

Or for leasehold and shared ownership customers it means...

• We will work in partnership with you and involve you in decision-making
• We will keep you informed and updated
• We can signpost you to local services if that’s something you wish