Our housing service standards have been co-designed with residents through a series of resident workshops. They have been reviewed by our Resident Housing Forum and Independent Housing Board.
The standards set out what you can expect from our housing services in relation to response times and the standard of service you should receive.
Fairness and respect service standard
What you can expect from us
To always be treated with fairness and respect. We will:
- be polite, courteous and well mannered
- give the name and job title of the person speaking or writing to you
- be customer-focused, responsive, helpful and empathetic
- understand your individual needs to ensure you can access services
- be clear about what we can do and when we can do it
- communicate clearly and in a timely manner until your issue is resolved
- staff and contractors will present a valid identity card when we come to visit you without waiting to be asked to show it
- ensure that the information we provide to you is accurate, that we are transparent and act with integrity
- respect confidential information only using it for the purpose provided in line with Data Protection regulations
- treat you in accordance with our equality and diversity policy
Other service standards: