Customer charter

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

Please find our Customer Charter results for 2021/22.  

A number of our results are consistent with last year, while some have improved. Complaints performance continues to be below our desired performance levels.

In 2021/22 we aimed to respond to all complaints within 15 working days. The overall performance for complaints was 53%, compared to 48% the previous year.

The target timescales are challenging in light of the complex nature of the increasing numbers of cases and the level of investigation required. 

We have redesigned our complaints process to comply with best practice and ensure swifter progress through the complaints process. 

The new process launched in July 2022 and we will review and report on performance against this next year.

You can read more about our performance in 2021/22 below.

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