Our service standards
We want to put residents at the heart of all that we do. The services we provide need to be focused on the outcomes residents say they want - that's why we've produced new service standards that will allow us to show that we can deliver.
Top ten service standards
We launched our service standards in October 2010. They were developed in consultation with residents and set out the level of service they can expect from us.
Residents chose their top ten service standards that they want us to report on every month on the website and in local offices and every quarter in Merlin Matters.
You can see our performance data against those standards for February and March 2013 below.
Our service standards have been produced in line with the Homes and Communities Agency's standards and in association with our residents. At a well-attended workshop residents revised the standards to produce a smaller number that covered the issues they said really mattered to them.
Copies of our service standards are available here to download or you can contact your area housing office to request them.