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Our customer charter

Updated: 22 Mar 2019
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The handbook is full of useful information for our tenants
The customer charter incorporates the service we provide to all our customers, including private tenants and owner occupiers.
The charter aims to reflect how we treat customers in the office, by telephone and in writing and includes reference to our complaints procedure.
It comes as part of an information pack. The pack which also includes “Your Rights and Responsibilities” and “General Conditions of Tenancy”. This pack replaces the old Tenant’s Handbook. In the pack you'll find information on:
  • your rights and obligations
  • finance
  • moving home
  • what to do in an emergency
  • what to expect in relation to tenant consultation.
It may not answer all your questions, but we hope it will save you time and trouble when you need advice and help.