Our customer promises

We’ve set out a clear set of customer promises to show what you can expect from us. They’re based on what you told us matters most and focus on the everyday things that make a real difference.

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Every customer feels we provide them with a good place to live

We want these promises to be true for everyone. A good place to live starts with your home, but it also includes the neighbourhood and community around it. It’s about feeling comfortable where you live and knowing we’re there when you need us, with clear updates, repairs done properly, and people who treat you the way you want to be treated. Most of all, it’s the everyday moments that help your home and neighbourhood feel like a good place to be.

We provide safe, good quality, homes in good neighbourhoods, helping you make it your own

It’s about having a home that feels safe, comfortable and well looked after, in a neighbourhood you can enjoy living in. We’ll take care of your home and the shared spaces around it, keep working to make homes warmer and more energy‑efficient, and listen if there are concerns about the area you live in. Above all, we want you to feel settled, supported and happy in your home and community.

We’ll support you if needed and adjust as best we can

It’s about knowing you can come to us when you need support, have a question, or want to talk things through. We’ll take the time to listen and do our best to help, whether that means changing how we support you, making changes to your home, or helping you move if that’s right for you. If you need help beyond what we provide, we’ll help connect you with trusted people and organisations who can support you too.

Our charges are fair, reasonable, accurate and make sense

It’s about knowing what you’re paying for and how your charges are worked out. We’ll be clear about what’s included, explain how costs are calculated, and show how charges are shared when they apply to more than one home. We regularly review charges to make sure they remain fair. And if you’re concerned, we’ll take the time to understand your situation and talk with you about what support we can offer.

We’re clear, warm, professional and we communicate in ways that work for you

You’ll be supported by friendly people who are here to help and listen. We want dealing with us to feel easy, whether that’s sorting things online or talking things through with someone. Our digital tools let you find answers, make requests and keep track of what’s happening in your own time. And when you need to speak to someone, we’ll help you get through to the right person who can help. What you tell us helps us improve how we do things.

We listen carefully to issues, do what we say, resolve fully and learn

If something’s not right, we’ll listen and be clear about what we’re going to do next. We’ll keep you updated while it’s being sorted and check back with you once we think it’s fixed. We try to sort things out first time wherever we can, and when things don’t go as they should, we use what we learn to help improve things in the future.

We share responsibilities for properties and neighbourhoods, and we repair and maintain professionally, promptly, to a good standard

This is your home, and we won’t forget that. We’ll make it clear what we look after and what sits with you, without it feeling complicated. We keep on top of planned maintenance to help homes and shared areas stay in good shape and work as they should. When something needs fixing, we’ll deal with it and keep you updated. Once the work’s done, we’ll check that it’s okay, and if it’s not right, we’ll come back and put it right.