We will provide homes and services that are safe, good quality and well managed.
We will provide homes and services that are safe, good quality and well managed
How we will do this?
- Make sure all risk assessments are up to date
- Make sure all compliance checks are carried out such as gas and electrical safety checks
- Respond promptly to reports of anti-social behaviour
- Carry out emergency repairs within 24 hours
- Make sure our properties meet the Decent Home Standard
- Make sure all properties are maintained to a good standard
- Comply with an acceptable lettable standard for empty homes
We will be open and honest and treat customers with respect
How we will do this?
- We will commit to ensuring that all staff receive appropriate training to ensure we deliver excellent customer that is consistent across all our services
- When we deliver a service, we will ask for your feedback on your experience and make improvements when we need to
- When you ask for a service from us, we will agree with you at the outset how your request will be progressed including timescales
We will provide clear, accessible and timely information and keep customers informed about their local communities, how we are run, and how we are performing
How we will do this?
- We will provide information on how we are performing through our publications, on our website and social media
- We will work with you to develop ways to keep you informed about your local area, such as neighbourhood Facebook and WhatsApp groups
- Our corporate website provides information on how we are run and regulated
We will actively seek customer views and use feedback to help shape our services and improve performance
How we will do this?
- We will ask you to provide feedback on the services that you receive
- We will use the learning from complaints to make improvements
- We will invite customers to take part in consultation about any changes to services
We will provide opportunities for customer to scrutinise our services and hold us to account on issues that affect the homes and services we provide
How we will do this?
- We will support the Customer Voice and Assurance Group to deliver a programme of scrutiny reviews each year based on customer feedback and our performance
- We will actively use feedback to ensure that we are keeping our promises and commitments
We will maintain a complaints procedure that is easy to access and use
How we will do this?
- We will use feedback and customer satisfaction results to ensure that our complaints handling process is easy to follow and is accessible
How will you know that we are keeping our Promise?
The Customer Voice and Assurance Group receive quarterly updates on our performance against all 6 commitments. They will provide regular communication to customers through the website, social media and our publications on how we are doing, as well as reporting directly to Board on these commitments.