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Customer Contact Charter

Our Customer Contact Charter sets out the standards of service people can expect from us

It has been developed with customer feedback, and each standard has a clear measure, which has been agreed with our tenant-led scrutiny group.

We will:

  • Do what we say we will do

  • Respond to your queries promptly and efficiently

  • Tell you what we will do next if we cannot answer your query

  • Protect your personal information

  • Provide a people-focused service by employing well-trained, multi-skilled and committed people

  • Treat people fairly and take positive action to make our services accessible to all our customers

  • Seek your feedback and use this to make improvements to our services

  • Be helpful, polite and treat you with respect

You can help us by:

  • Asking us to explain anything you are unsure about

  • Providing us with feedback about our service

  • Treating us with respect

  • Giving us all the information we need to help you and keeping your contact details up to date