Ensuring we deliver what matters to you

When you get in touch with us, you can expect to be treated with courtesy, fairness, and respect at all times. Your home is your personal space, and we will always recognise and respect your privacy. When you raise an enquiry or ask us to resolve an issue, we will take full ownership of it and keep going until it’s completed. Our aim is for you to always feel heard, valued, and supported.

Your home should feel like your sanctuary, and we will treat it with the same care and respect you do. We promise to communicate clearly, in a way that’s easy to understand, and to focus on the things that matter most to you. We have clear timescales for completing tasks and delivering services, and we are committed to meeting them.

Understanding and responding to individual needs

We want every tenant and leaseholder to have access to clear information about your rights and our responsibilities as your landlord. This includes how we look after your home, your building, and any additional services or facilities you use.

We recognise that everyone’s circumstances are different. One size does not fit all, and we are committed to understanding the diverse needs of our tenants so we can provide services that are truly people‑centred. Where needed, we can make reasonable adjustments, for example, when a disability or other personal circumstance means you need us to do something differently. This helps ensure our services are fair, accessible, and inclusive for everyone.

What we ask from you

To help us deliver the best possible service, we kindly ask that you:

• treat our colleagues, your neighbours, and the wider community with consideration and respect
• keep your contact details up to date so we can get things right first time
• report issues with your home as soon as possible so we can deal with them quickly
• tell us immediately if you spot anything that might be unsafe, so we can put it right
• let us know if you’re struggling with your rent or any personal challenges, we’re here to support you
• share feedback or raise complaints when things go wrong so we can learn and improve
• follow the terms and conditions set out in your tenancy agreement

Working together to improve

We know we won’t always get everything right. But we are committed to learning, improving, and delivering a service you can rely on. Your feedback plays a vital role in helping us meet our promises and holding us to account. If you have a complaint or would like to share your experience, please let us know. Your voice helps us make positive changes for everyone.