Our service standards

We aim to provide an excellent service to all our customers, all of the time. To help us to do this, we have produced a range of service standards so you will know the level of service you can expect to receive and against which you can assess our performance.

Our standards have been produced in association with our residents, including our Community Action Groups and through sessions at our residents’ conference in 2008.

These standards are crucial to the service we provide to you and we want resients to monitor how well we are performing against these standards. If you are interested in helping us monitor our service standards, you could join our panel of mystery shoppers who routinely test all of our services.

Copies of our service standards are available here to download or you can contact your area housing office to request them.

Downloads

• Aids and adaptations service standard
• Anti-social behaviour service standard
• Asbestos service standard
• Customer care service standard
• Cyclical work service standard
• Decent Homes Improvement Programme service standard
• Domestic abuse service standard
• Empty property service standard
• Estate management service standard
• Gas servicing service standard
• Hostels service standard
• Housing repairs service standard
• Income management service standard
• Moving into your new home service standard
• Racist incidents and hate crimes service standard
• Resident involvement service standard
• Tenancy management service standard
• Working in your home service standard