Our Service Standards

As your landlord, there is a certain level of service that we are committed to providing. We produced a Customer Offer that tells you what this involves: 
Our Customer Offer  

The four aims of our Customer Offer are:

  • To put the customer first
  • Get things right first time, every time
  • Tell people what we do, and making sure we do it
  • Listen to our residents and act on their feedback

To help us achieve these aims, we have set out levels of standards that you should expect. They have been written by our staff and our customers and we aim to achieve these in all the work we do, in these five service areas:


  • Better Homes
  • Accountability
  • Involvement and Support
  • Neighbourhood
  • Rents and Payments

We are committed to putting customers at the heart of our service deliver. sometimes there are occasions when customers can behave in a way that we consider unacceptable. We expect our staff to be treated in a respectful way and, while we understand that people sometimes get frustrated, we will not tolerate unacceptable, threatening, abusive or unreasonably persistent behaviour. To find out more, read our Unacceptable Behaviour Policy