Supporting you through service and respect

This month, we've been celebrating National Customer Service Week, recognising the importance of delivering great service and the colleagues who support our customers every day.

Throughout the week, we've shared stories highlighting how we're listening to your feedback, improving our services and putting customers first. You can read more about our National Customer Service Week celebrations on our blog.

As part of this, we're also highlighting the importance of treating each other with dignity and respect, helping us create a positive experience for customers and colleagues alike.

Our Service Respect commitment

To ensure a safe and positive experience for customers and colleagues alike, we have a zero-tolerance approach to:

  • Abusive or derogatory language
  • Sexual harassment
  • Threats of violence.

We know that conversations can sometimes take place when customers are frustrated or dealing with difficult circumstances. Our colleagues will always do their best to listen, understand what has happened and work with you to find a way forward.

If a customer behaves in a way that puts our colleagues or others at risk, we may need to take action, including:

  • Ending a telephone call
  • Stopping a repair or home visit and leaving the property
  • Limiting communication to written contact only
  • Reporting serious threats or incidents to the police.

These measures help us make sure our colleagues can do their jobs safely while continuing to provide support to our customers.

We're here to help

Respect works both ways. If you need support, have concerns about your tenancy, or have experienced abuse, harassment or anti-social behaviour, please get in touch. Our trained advisers are here to listen and help you find the right support.

You can contact us by:

We are committed to working with you respectfully, finding solutions where issues arise, and providing the excellent customer service you deserve.

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