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We have successfully delivered the first year of our Customer Charter

You may remember back in Summer 2018, we consulted with over 500 of you around what we should include in our new service offer to customers.

We know from your feedback that being honest is one of the things that you value, so we wanted our service offer to outline what you can expect from us if you live in one of our homes.

In April 2019, our ‘Customer Charter’ was launched and ever since we have been working to ensure that we ‘embed’ it within our organisation.  We set ourselves targets and goals to track whether or not we have successfully ‘embedded’ the Charter within the organisation – our Customer Assembly Panel (a strategic panel made up of customers) reviewed our goals and targets and unanimously agreed that we had successfully embedded the Customer Charter!

So, what have we done over the last year to embed the Charter?


Providing great Value for Money services

We increased the amount of people using our online portal by almost 50% from the previous year, meaning that those customers can access their online account, pay their rent and update information at any time of the day or night.


Providing high quality living environments

81% of you told us you are satisfied with your neighbourhood as a place to live.

We have also increased the visibility of our Neighbourhood Housing Officers that are out within our communities.


Working with customers and communities

We have changed 31 services as a result of your feedback.

83% of those living in our Independent Living Schemes were satisfied with the support service they receive.


Providing great homes

Throughout the year, we have ensured 100%* of our homes have a valid gas safety certificate and fire risk assessments ensuring that your homes are safe.


Our Customer Charter doesn’t stop here…

We will continue to fulfil the promises we made in our Customer Charter over the next year in order to…

  • Provide great Value for Money services
  • Provide high quality living environment
  • Work with our customers and commitments
  • Provide great homes


*Due to people shielding and self isolating during the current pandemic, homes with a valid gas safety certificate has dropped ever so slightly to 99.98% which will be resolved as soon as social restrictions are lifted.


View our Customer Charter here.


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