Our Housing Service Promise outlines out commitment to our tenants and leaseholders.
Transparency, Influence, and Accountability
We commit to:
- Always treat you respectfully and fairly
- Be open about our performance and services and we will publish this regularly in our newsletter and on our website
- Provide you with clear information on your rights and responsibilities and ways you can hold us to account
- Provide opportunities for meaningful engagement, so that you can have a say in how we deliver our services
You can expect to:
- Have your voice heard and be involved in decisions that affect you and the services delivered to you
- Be provided with safe communal areas
Complaints
We commit to:
- Handle complaints promptly, fairly and effectively
- Have a robust complaints process that follows the Housing Ombudsman’s Complaints Handling Code
Neighbourhood and Community
We commit to:
- Play an active role in contributing to the safety and wellbeing of the neighbourhoods where you live
- Provide you with opportunities to get involved in your neighbourhoods if you’d like to
For our tenants:
Safety and Quality
We commit to:
- Keep your home free from serious hazards
- Maintain your home to a good standard
- Provide you with a safe and good quality home
Tenancy
We commit to:
- Allocate our homes fairly and transparently
- Support you to sustain your tenancy
- Take tenancy enforcement action when you are not keeping to the rules in the Tenancy Agreement