Help and Support

Building and maintaining homes is a big part of what we do, but we also know it’s just as important that your experience of living in your home feels right.
To understand what that means, we’ve spent time listening to our customers—through conversations and everyday feedback. You’ve told us what matters most and what makes the biggest difference to how you feel about your home and neighbourhood.
That’s shaped our overarching customer promise:
                  every customer feels we provide a good place to live

A good place to live is about more than just your home.
It’s about feeling comfortable where you live and knowing we’re there when you need us. It’s getting clear updates, repairs that are done properly, and speaking to people who treat you with respect.
Most of all, it’s the everyday moments that help your home and neighbourhood feel like a good place to be.

Everything we do is shaped by a set of customer promises. These describe the experience you should have:

• Safe, good quality homes
  Your home feels safe, comfortable and well looked after, and the neighbourhood is somewhere you can enjoy living.
• Connection and community
  You feel informed, connected and able to access support or local opportunities.
• Support when you need it
  When things change or you need help, you can talk to us and be supported in a way that works for you.
• Fair and clear charges
  What you pay is transparent, explained clearly and kept under review.
• Clear, warm and professional communication
  It’s easy to deal with us, and you’re spoken to in a respectful and helpful way.
• Repairs and maintenance you can rely on
  Repairs are completed properly, in a reasonable time, and your home and shared spaces are maintained to a good standard.
• Listening and putting things right
  Your feedback is carefully listened to. We do what we say we’ll do, resolve issues fully and learn from what you tell us.

These promises are based on what you’ve told us matters most.

In practice, it’s often the small moments that matter most.
When something needs fixing, you can report it and know what’s happening next.
When you get in touch, you get a clear response and helpful updates.
If something isn’t right, it’s taken seriously and worked through with you.
It’s also about feeling comfortable in your home and confident it’s being looked after, along with the shared spaces and neighbourhood around you.
Our promises set out the experience you should have safe homes, clear communication, fair costs and support when you need it.