Customer commitments

To do this we will:

• Publish our performance figures quarterly so you can see how we are doing - and tell you how we plan to improve
• Publish our Annual Report and Tenant Satisfaction Measures results each year

To do this we will:

• Provide a way for you to look up grounds maintenance and cleaning schedules for your area, and be clear about the standards you can expect from us
• Give you an easy way to report problems
• Share performance around estate services
• Give you the opportunity to be a Community Champion

To do this we will:

• Let you know when we’re coming to fix something in your home
• Make information about our repairs standards easy to find
• Work with our engaged customers to review our services
• Maintain strong relationships with our contractors to learn from your feedback

To do this we will:

• Make sure you have access to the information you need to manage your home and tenancy and live happily in your neighbourhood
• Publish a quarterly customer newsletter online
• Get in touch with you directly if we have something important to tell you
• Host live events for you to learn more about our services

To do this we will:

• Provide a range of ways you can get in touch with us
• Keep you updated when you report something to us
• Open from 8am-8pm weekdays and 9am-1pm on Saturdays so you can contact us at a time that suits you
• Communicate any changes in opening hours – for example bank holidays

To do this we will:

• Assign you a case manager when you report ASB
• Work with partners in your neighbourhood like the police and local council
• Share clear information on what to expect when you report ASB
• Let you know when you need to speak to other agencies to get your issues resolved

To do this we will:

• Provide an accessibility and translation tool online and making translations and accessible formats available by request
• Provide information on aids and adaptations
• Make reasonable adjustments when you request them
• Offer a digital training course for customers who need help to improve their IT skills
• Give you the opportunity to join our Customer Inclusion Group to help make sure our services work for everyone

To do this we will:

• Respond to your complaints by the published timelines
• Publish quarterly learning from complaints blogs
• Provide a detailed overview of how we’re delivering our complaints service each year, alongside our self-assessment against the Housing Ombudsman Service’s Complaint Handling Code
• Offer the opportunity to help us improve services by joining our Customer Complaints Learning Panel

To do this we will:

• Share regular engagement opportunities with Stonewater
• Provide the customer hub forum so you can share your ideas
• Share outcomes of customer engagement with customers
• Do an annual customer communications and engagement survey
• Publish an annual assessment against the National Housing Federation’s Together With Tenants Standard

To do this we will:

• Complete the required safety checks in your home and building
• Send you fire safety information once a year
• Make sure any hazards reported to us are dealt with promptly
• Work with our Customer Building Safety Group to improve communication on safety

To do this we will:

• Provide free financial and wellbeing support through our partnership with Longleigh
• Offer help with employment and training
• Signpost to support from other organisations and charities
• Ask your opinions every year on the financial support we provide