Our customer service charter

We care about you and want to provide excellent customer service. Our customer service charter outlines the customer service standards you can expect from us. We will:

  • Provide excellent customer service
  • Deliver high-quality services at all times
  • Regularly tell you how we're performing.

Accessibility and fairness

We aim to make our services easy to access. We'll do this by:

  • Offering different ways to contact us
  • Telling you about the other services we offer
  • Listening to you
  • Being respectful, courteous and honest.

Communicating with you

When you require a service from us, we'll make sure you know:

  • What we provide
  • How and when we provide it.

If you have a query, we'll tell you how long it will take to respond. We'll do our best to keep to our agreed timescales - and explain why if we can't.

If the outcome is not what you had hoped for, we'll explain why and tell you what will happen next.

Offering a consistent quality of service

We aim to get our service right first time. We'll achieve this by giving our staff ownership and responsibility. All staff are trained to deal with enquiries confidently. Our staff should be:

  • Well informed
  • Reliable
  • Knowledgeable.

Your experience

Your experience should be efficient and positive. If we don't meet your expectations please tell us.


View our Homes customer annual report to see how we've performed this year. See where we've met targets and find out how we can improve for your benefit.