Service standards

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.