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> Home > My Housing Executive > Advice for Housing Executive tenants > Customer charter

Customer charter

In this section

Our Customer Charter

We aim to provide excellent services for all our customers. Customer needs are at the centre of everything that we do, and our goal is to meet those needs to a high standard of quality and performance.

With that in mind, we have developed our new Customer Charter and Service Standards. They will help us to understand our customers’ experiences and improve our services.

Our Customer Charter sets out how we aim to treat our customers when they interact with us:

  • in the office

  • by telephone

  • when they request information from us.

  • when they make a complaint

We will publish our results each year.

You can view our Customer Charter below

Customer Charter

Please find our Customer Charter results for 2023/24

We are committed to ensuring our customer complaints process is transparent, speedy and fair. 

We acknowledge that we are not meeting target timeframes in a number of cases. and we have put in place a number of actions to address this. 

These include expanding the team who deal with complaints, increasing staff training across the organisation and enhancing communication, by having a single point of contact for each case.

You can read more about our performance in 2023/24 below.

2023/24 Service Standards performance (PDF 458 kB)

See our previous performance

The Customer Charter is part of an information pack. This pack also includes “Your Rights and Responsibilities” and “General Conditions of Tenancy”.

In the pack you will find information on:

•    your rights and obligations

•    finance

•    moving home

•    what to do in an emergency

•    what to expect in a tenant consultation

Download information pack

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