Our Promises

We’re proud to be early adopters of this charter, working hard to pioneer it and build further positive connections with our customers. By embracing these commitments, we’ve crafted the following set of promises:

Alongside our request for you to ‘Help us to help you’:

We’ve worked closely with a group of customers to create these promises, using the Together with Tenants charter commitments as a guideline.

You can download a copy of our Customer Promises here.

Want to get involved?

Customers just like you are already involved and having their say. Here’s some feedback from our current customer panel on the work behind these promises:

‘Really like the new version, it’s clear and easy to read and I couldn’t find any faults with it.  I can see how our input in the workshop has influenced this final version.’ – Gary

‘Looks a lot better than it did, and the ‘Help us to Help You’ section is worded much better.  What we suggested has made a difference.’ – Jane

We’re always looking for more customers to contribute – if you’re interested in getting involved and helping us improve our services, please contact us.

Our Performance

In 2023, we launched our new Customer promises, reaffirming our promise to put customers first and promote a culture of listen, act & learn.

These Promises were developed with customers, using the National Housing Federation’s Together With Tenants charter commitments as a guideline.

One year on from launching them, we’re letting you know how we’re performing against these promises, by using the Tenant Satisfaction Measures as a guideline. You can read more about the Tenant Satisfaction Measures and how your views are collected.

The results below reflect the period April 2023 – March 2024.

Our teams will be supportive, knowledgeable and professional. We’ll offer help with finances, anti-social behaviour and local services if you need it

TP08 – Agreement that the landlord treats tenants fairly and with respect: 87.5%

TP12 – Satisfaction with the landlords approach to handling anti-social behaviour: 70.4%

We’ll communicate with you in your preferred way and we’ll have multiple ways for you to contact and receive updates from us

TP07 – Satisfaction that the landlord keeps tenants informed about things that matter to them: 83.6%

We’ll encourage you to give your views and feedback on our services, and we’ll listen to your views, shaping our services around your needs

TP01 – Overall Satisfaction: 82.7%

TP06 – Satisfaction that the landlord listens to tenant views and acts upon them: 73.8%

TP11 – Satisfaction that the landlord makes a positive contribution to neighbourhoods: 73.5%

We’ll encourage you to work with us to influence and scrutinise how our services are delivered, in a way that suits you

TP06 – Satisfaction that the landlord listens to tenant views and acts upon them: 73.8%

We’ll provide an excellent quality repairs service, keeping your home safe and well maintained

TP02 – Satisfaction with repairs: 85.1%

TP03 – Satisfaction with time taken to complete most recent repair: 79.6%

TP04 – Satisfaction that the home is well maintained: 82.2%

TP05 – Satisfaction that the home is safe: 85.6%

TP10 – Satisfaction that the landlord keeps communal areas clean and well maintained: 67.4%

If things go wrong, we have a clear, easy to access complaints service

TP09 – Satisfaction with the landlords approach to complaints handling: 40.4%