We pride ourselves on delivering good customer service. To find out more about the level of service you can expect from us across a range of services please take a look at the information below.

All of our customer promises are built on six fundamental principles:

Proud – Our employees take pride in delivering good customer service, and our customers believe that our services will meet our landlord obligations

Positive – We maintain a positive reputation with our customers and employees.  We will do what we say we will do, when we say we will do it

Capable – We train and coach our employees to ensure that they are knowledgeable about our services.  We provide customer service skills training/coaching to all employees who interact with customers

Accessible – Our customers can easily reach and communicate with us, whether that is over the phone, face to face or online.  Our website will be customer friendly, easy to navigate and free of industry jargon

Responsive – We respond to all customer enquiries, requests and complaints within our set time standards.  We listen to feedback on our services and use this to make improvements

Respect – We treat our customers with respect.  We will treat everyone fairly and will always be open and honest

Your promise to us

Whilst we are committed to delivering a good service, we can only do this with your help. To be able to provide you with the services, support and advice you need, it’s important that you follow a few very simple requests:

  • Be polite when speaking to us
  • Don’t use threatening or abusive behaviour
  • Read the information we send you
  • Let us know if you change your phone number, email address or if your circumstances change
  • Keep appointments you make with us or tell us in good time if you can’t
  • Give us feedback – good or bad so we can improve our services
  • Get in touch if you want to be more involved
  • Take care of your home and garden and let us know when repairs are needed
  • Give us access to your home to carry out repairs or safety checks
  • Behave in a considerate way to your neighbours
  • Pay your rent and other charges on time