We’re here to provide reliable landlord services to all our residents. We’ve set clear standards for important areas based on what you’ve told us matters most. We’ll keep updating these standards so you know what to expect from us, when it will happen, and what we may need from you.

Our Promises:

We want you to feel happy with our services and trust that we’ll do what we promise. We know we don’t always get it right, but by working together, we can keep improving and give you the best service possible.

 

We Will...

Be Polite & Helpful:

When you contact us with any questions or concerns, we will always respond politely, treating you fairly and with respect.

Use Plain Language:

When we communicate with you, we will do it in a way that is easy to understand, using language that doesn’t need any specialist knowledge to understand.

Respect You & Your Home:

We will listen to you and treat you with respect. We will treat your home with the same respect and care as we would our own homes.

Take Responsibility:

When you reach out with a question or request, we’ll take responsibility for it until it’s resolved.

Get Things Done:

We have timescales set out below for getting things done for you. We promise to meet these.

What We Expect From You As A Tenant:

We Ask That You:

• Always show consideration and respect to our team, your neighbours, and everyone in your community.
• To help us serve you better, please keep your contact information up to date so we can resolve issues quickly and effectively.
• If something’s wrong with your home, let us know as soon as possible. If you notice anything unsafe, report it right away so we can fix it and keep your home safe.
• If you’re having trouble with rent or any other issues, don’t hesitate to reach out—we’re here to help. And if something goes wrong, tell us so we can work together to make it right.
• Lastly, please make sure you stick to the terms of your tenancy agreement.

Understanding & Responding To The Different Needs Of Individuals:

We’re dedicated to understanding and meeting each tenant’s needs. That’s why we make it easy to understand your rights and our responsibilities as your landlord, including what we need to take care of in your home and the services we provide.

We know everyone is different, so we aim to offer services that put you first and meet your individual needs. This might mean making changes to our services if needed, like if you have a disability. We want everyone to feel included and ensure all our services are fair and equal for everyone.

Service Standards and Timeframes

We want you to feel happy and safe in your home, and we’re committed to delivering a great experience. However, if we don’t get things quite right, we’ll work with you to make it right. If you’re unhappy, we’ll listen, learn, and take action to resolve the issue as quickly as possible.

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