Customer service standards

Developing new service standards

Customer service standards are our commitment and promise to residents, and will help to measure how well we perform against the new national regulatory standards. 

With your input, we want to design a new set of customer service standards that are meaningful, to reflect what is most important to you. They will set out clearly what you can expect when you contact us. Having a clear set of customer service standards will allow you to hold us to account if we fail to deliver the promised standard. 

We are looking to develop new customer service standards covering the following areas:

  • transparency, influence, and accountability - working and engaging with residents on service development and monitoring
  • safety and quality - repairs and maintenance, planned works, and building safety
  • neighbourhood and community - delivering a housing management service that looks after you, your estates, and neighbourhoods
  • tenancy - supporting you as a tenant of the council

There will be various ways to get involved and share your views. These will include attending focus groups (in person or online) or taking part in online or telephone surveys. If you are interested in taking part and making sure that your voice is heard, please complete our online survey.