Service Standards

Our Mission Statement

To improve homes and provide excellent services through partnership and innovation.

Our Strategic Aims

1. To work in partnership and innovate to provide excellent customer services
2. To improve and maintain homes
3. To manage our business efficiently and effectively
4. To develop our people

Our Vision

To be considered excellent by our tenants and leaseholders.

Key Values

1. Excellence
2. Partnership
3. Innovation
4. Respect
5. Loyalty
6. Trust

Our Service Promise

If you contact us we will: 
  
answer your call within 6 rings, giving our name 
at the office, see you quickly and offer privacy if you want it 
answer your letters within 10 working days 
make our service accessible to people regardless of their needs
 
When we visit you we will: 
  
make appointments at a time convenient for you 
let you know if we cannot keep the appointment or are running late 
leave a card if you are out and let you know how to rearrange the appointment 
always carry and be willing to show you identification 
respect your home and all reasonable customs
 
Whenever you deal with us, we will: 
  
be helpful and polite 
listen to and respect your views 
ask for your views on our service and use what you tell us to improve things 
deal with your complaints quickly, fairly and sensitively 
provide our service to all members of the community irrespective of race, ethnic origin, disability, nationality, gender, sexuality, age, class, appearance, religion, responsibility for dependants, unrelated criminal activities, being HIV positive or having AIDS.