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 lineĀ
- 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