We've published our new Customer Promise, a clear and easy-to-use guide that explains what customers can expect from us as their landlord and what we ask in return. It brings together information about our services, customers' rights and responsibilities, and the support available throughout a tenancy.  

The Customer Promise has been designed to be clear, transparent and customer-focused. It sets out the standards customers can expect from us and explains how we will listen to feedback and use it to improve our services. We are committed to providing services that are fair, respectful and reviewed by customers. 

What we're promising

The promise includes a range of commitments, including:

• Providing homes that are safe, clean, in good repair and affordable when customers move in.
• Giving customers a choice of ways to contact us.
• Being clear about rents, service charges and payment options.
• Listening to feedback and sharing how customer feedback helps shape improvements.
• Consulting customers before making major changes that affect how we manage homes and services.
• Helping customers access support when they need help to sustain their tenancy.

Putting customers first

The Customer Promise explains some of the service standards customers can expect, including responding to customer communications within two working days and providing clear information throughout a tenancy. Customers can also request information in different formats or ask for communication support where needed.

It also highlights the importance of customer feedback and how customers can get involved in shaping services through surveys, groups and engagement opportunities. We will continue to listen to customers and use their views to help improve how we work. 

Keeping homes safe

Safety remains one of our top priorities. The Customer Promise explains the regular safety checks we carry out in customers' homes and communal areas, including checks on gas and oil boilers, electrical systems, smoke alarms, fire safety measures and lifts. It also outlines the support available for customers who may need extra help because of their health, disability or personal circumstances. 

Clearer repairs information

The document also includes information about repairs, maintenance and emergencies, helping customers understand what repairs we are responsible for and what responsibilities sit with them. It sets out our commitment to attend emergency repairs within 24 hours and explains the repairs service available throughout the year. 

Customers can expect routine repair appointments to be offered within 28 days, while more complex repairs that require surveys, specialist materials or contractors may take longer to complete.  

Supporting communities

Alongside information about homes and tenancies, the Customer Promise sets out how we'll help keep neighbourhoods safe, clean and well maintained. This includes tackling anti-social behaviour, responding to reports of hate crime and domestic abuse, maintaining shared areas, and working with local councils on issues such as fly tipping and neighbourhood concerns.

Key points at a glance

• We aim to respond to customer communications within two working days. 
• We will acknowledge complaints within 24 hours to five working days and respond within 10 working days. 
• Emergency repairs will be attended on the same day where possible and always within 24 hours. 
• Routine repair appointments will normally be provided within 28 days. 
• Customers can access support with finances, wellbeing and tenancy sustainment when needed. 
• Customers have opportunities to influence decisions and help improve services. 

The new Customer Promise provides a single place for customers to understand their rights, responsibilities and the standards they can expect from us. It reflects our commitment to being open, transparent and accountable, while continuing to provide safe homes and great services for our customers.

You can read the full Customer Promise here.

Updates to our repairs service 

We regularly review our repairs service to make sure it meets customers' needs. Our repairs service offer page always shows our latest repairs service offer. If you're unsure whether a repair is your responsibility or ours, please check that page first.

Making important information easy to access

New Social Tenant Access to Information Requirements (STAIRs) mean housing providers must make key information about their services, performance and decision-making easy to find online. Find out more about STAIRs.