Our new customer charters

Our new customer charters Image

Our Customer Charters set out our Service Standards, explaining what our tenants can expect from us as a landlord. The Charters are based on four themes:

The Regulator for Social Housing requires us to publish our service standards within the Charters, which are aligned to the four consumer standards. The Charters explain really clearly the level of service we will provide to our tenants.

Each of the charters has service standards linked to them and consultation was carried out with Community Voice, the Complaints Panel, Properties Panel and Tenant Inspectors.

Following the Customer Engagement consultation, we went out to wider consultation with tenants at large and also internally with our colleagues.

The Charters have been refreshed following consultation and aligned to our values, they link to our three strategies; Be a great landlordOffer quality homes and Create Opportunities, which all feed in to our Corporate Plan  and the Social Housing White Paper.

To hear about our Customer Charters from the leads, you can watch this video.