These service standards explain what you can expect when you access a service.

We will:

• Be polite and courteous when dealing with enquiries
• Understand and respond to the different needs of individuals
• Treat you and your home with respect
• Observe your right to privacy
• Keep you informed in ways which are easy to understand
• Take ownership of a service request until it has been effectively delivered
• Deliver services within published timescales

They reflect the seven areas you said were most important to ensure a positive experience and were developed following consultation through involved tenant groups and surveys with other tenants. They are reviewed every two years and monitored by involved tenant groups on a quarterly basis using tenant inspections (mystery shopping), tenant satisfaction surveys and performance indicators.