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

Customer Charter

Please find our customer Charter results for 2020/21.  We would like to take this opportunity to thank our customers for their support and understanding during this difficult year.  

A number of our results are consistent with last year, a small number have improved whist others have been impacted during the Covid pandemic, in particular complaints responses. 

Issues such as working from home and access to files hampered our ability to be able to respond within agreed timescales.  However, we are reviewing our Complaints Procedure in line with any changes that are  proposed as a result of the recent consultation on complaints by the Northern Ireland Public Services Ombudsman.

You can read more about our performance in 2020/21 below

Service Standards Performance 2020/21

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


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