Our promises to you we will:

• Offer a high quality and efficient service;
• Keep you informed and involved, and help you have your say;
• Provide value for money housing and services.

In all of our dealings with customers we promise to:

• Treat you with respect and offer a courteous and helpful service;
• Make sure our services are easily accessible and understandable;
• Promote equality of treatment for all our customers;
• Identify any special needs to ensure all our customers can use our services.
• Communicate with you in the most appropriate way to meet your needs.

When you visit our offices we will:

• Provide offices that are accessible for disabled people;
• On request, provide an interpretation service for those whose first language is not English;
• Provide a clean, tidy and pleasant reception area for you to wait in;
• Wear identification badges with the member of staff's name and photograph;
• Greet you as soon as you arrive
• Provide regular evening surgeries for tenants who cannot visit our offices during these times.

When we visit your home we will:

• Always show you identification;
• Call at a reasonable time of day unless we have arranged a specific appointment;
• Make every effort to give you advance warning and tell you the reason if we are unable to keep an appointment;
• Give you the opportunity to see another member of staff if you prefer to do so.

If you have particular needs we will:

• Visit you at home if it’s difficult for you to come to the office;
• Provide interpreters or signers if you ask us to.

When we get things wrong we will:

• Keep you informed at all times;
• Aim to put it right as soon as possible;
• Aim to learn from our mistakes so they don’t happen again.
• Apologise;

Our information will be:

• In plain language so that it’s easy to understand;
• Available in large print and audio format in English and other languages on request.

In return, we ask you to:

• Be polite to our staff and contractors;
• Be patient during busy times;
• Be tolerant of your neighbours;
• Let us know if your circumstances change in any way that may affect your tenancy.

Our Service Standards:

If you telephone us we will aim to:

• Answer the phone within 10 seconds;                        

When you write to us we will:

• Acknowledge letters within three working days
• Reply fully within 10 working days.

When you visit our offices we will:

• Offer you the chance to talk to us in a private room;                             
• Offer you the choice of talking to a male or female member of staff, where possible;
• Offer you a translator, if appropriate;
• See you within a maximum of 20 minutes if you do not have an appointment.                                                                                                                           

If you make a complaint we will:

• Acknowledge your complaint within 3 working days;                         
• Fully investigate your complaint and inform you of the outcome within 15 working days (we will inform you if we are unable to meet this timescale).