Housing service standards

Customer promise

We believe the best way to deliver a quality service is by listening to you and acting on your feedback.  If we do not meet that commitment, let us know.

We will:

  • treat you as an individual who has the right to be treated with courtesy, fairness and respect
  • aim to deliver high quality value for money services
  • be responsive to customer needs and aim to ensure that you can make best use of our services
  • deal with our customers with honesty and integrity telling you what we can and cannot do
  • keep customers informed about our services and aim to improve access to our services particularly through increasing the services we provide on line 
  • respond quickly and efficiently to complaints
  • be clear about what your responsibilities are


We want to make sure that we keep to our service standards.

  • We will monitor and as required adapt and change our services through:
  • feedback from our customers about how we do things
  • service specific satisfaction surveys e.g. on repairs, major works, dealing with ASB
  • a council resident satisfaction survey to measure tenant and leaseholder satisfaction with the overall housing service that takes place every two years
  • analysing and learning from complaints and comments
  • providing an annual report which we will develop with resident representatives, that shows our progress against service standards and targets
  • annually review the performance indicators we report and the targets we set so they remain relevant, challenging but achievable