Our Customer Charter

We believe that to deliver a good service, we need to listen to our residents’ views and act on their feedback. If you feel we are not meeting these standards or you are unhappy with us, please let us know. 

Our customer charter lists our commitments to you:

  • We will greet you promptly, courteously and treat you fairly and respect confidentiality at all times
  • We will always wear name badges
  • Our offices have wheelchair access
  • Our offices will be open Monday to Friday
  • We provide an out of hours service for emergency repairs
  • All phone calls will be answered promptly and in person
  • We will acknowledge emails within 24 hours and give you a full reply within five working days
  • We will try to answer your query at first contact. If you need specialist advice we will call you back within 24 hours
  • We will acknowledge your letter within three working days of receiving it and provide a full reply within 10 working days
  • We will provide you with regular newsletters and our annual review which will include our achievements, activities and performance during the year
  • We will provide you with personal information that we hold about you on request. We must do this within 30 days
  • We will arrange for all non urgent repairs to be carried out within 28 days
  • If you request a home visit, we will arrange it within 10 working days
  • We offer a clear and accessible complaints procedure, and;
  • We will not discriminate against anyone, regardless of age, disability, gender, race, sexual orientation, marital status or religion.