Housing service standards customer promise

We believe the best way to deliver a quality service is by listening to you and acting on your feedback. If we do not meet that commitment, let us know.

We will:

• Treat you as an individual who has the right to be treated with courtesy, fairness and respect
• Aim to deliver high quality value for money services
• Be responsive to customer needs and aim to ensure that you can make best use of our services
• Deal with our customers with honesty and integrity telling you what we can and cannot do
• Keep customers informed about our services and aim to improve access to our services particularly through increasing the services we provide on line 
• Respond quickly and efficiently to complaints
• Be clear about what your responsibilities are

We want to make sure that we keep to our service standards.

We will monitor and as required adapt and change our services through:

• Feedback from our customers about how we do things
• Service specific satisfaction surveys e.g. on repairs, major works, dealing with ASB
• A council resident satisfaction survey to measure tenant and leaseholder satisfaction with the overall housing service that takes place every two years
• Analysing and learning from complaints and comments
• Providing an annual report which we will develop with resident representatives, that shows our progress against service standards and targets
• Annually review the performance indicators we report and the targets we set so they remain relevant, challenging but achievable