Your feedback and happiness are very important to us, and they are what our promise to you is built around.

We have listened to what you told us makes a great landlord and built Our Promise from this to make sure we focus on what matters most to you.

Our Promise is based around our  ‘5 People First Principles’, that guarantee the best service for you and your family.  So, what are these principles? 

  1. You will be able to contact us in a range of different ways that suit you and we will ensure our most popular enquiries can be self-served online 24/7. 

  2. We will always treat you with respect, take time to understand your enquiry and be polite and courteous with our response. 

  3. When you contact us, we will aim to deal with your enquiry quickly and effectively at the first point of contact. If we are unable to solve it right then, we will get back to you within one working day to keep you updated. 

  4. If something goes wrong, we will resolve the issue in a timely manner, keeping you informed throughout in a way that suits you. 

  5. If you make a complaint, we will acknowledge this within 48 hours and aim to resolve it within ten working days. We will use your feedback to shape and improve the services we provide. 

We have also created a promise specifically around how we communicate with you: our Communication Promise. You have told us the type of information you'd like to receive, how and how often, so we've created a simple promise which outlines the information you can expect from us about your home and your area.

We'll be measuring how well we do against key metrics, so you'll always know how we're doing against Our Promise.

As a further indicator, below are our customer satisfaction results for 2022/2023,which compare well against our targets and our peers.

STAR 2022-23 result


Our Promises

We make sure to provide the best possible service for our customers. Therefore, we created Our Promises which consists of 5 principles that allow us to give the best service for you and your family, along with our Communication Promise and Engagement Commitment.

We work with customers who have volunteered to get involved and help with new ideas, collating feedback and more, enabling collaborative working to create excellent services that meet customer needs.

Customer Voice

Following our successful Chat2Aspire customer engagement event we have continued to work with you to develop our Engagement Commitment. This commitment outlines our approach to making sure that your voice, our customers' voice, is heard in all that we do.

We have set about creating a range of involvement activities that cater to all customers as well as putting in place the support that helps overcome barriers to engagement.

If you are interested in learning more about how to get involved or would like to join up with one of our existing customer groups then click here to let us know and we’ll be in touch.

As an early adopter organisation, we support fully the National Housing Federation's Together with Tenants plan and charter as well as being a committed member of TPAS

Our Annual Reports

Each year we produce documents to share with you information on the services we have provided in the year, and financial information such as where your rent is spent.

Take a look at our latest annual reports using the links below.