Our Customer Golden Rules set out our commitment to you and clearly explain the level of customer experience you can expect from us at all times.
These rules have been created in partnership with our customers, based on what matters most to them, with input gathered through Hive, our online customer community and in-person workshops.
1. Treat you with respect
- We will treat you, your family, and your home with respect.
- We will show identification before entering your home.
- We will be polite, communicate clearly, and act professionally.
2. Keep you safe
- We will act quickly on your safety concerns – whether about your home, your neighbourhood, or our colleagues and partners.
- We will support you if you experience anti-social behaviour, intimidation, hate crime, or domestic violence.
3. Take action and keep you updated
- When you raise an issue, we will act quickly, agree actions with you, and keep our promises.
- We will keep you updated — even if there is no news.
- We will be open and honest about what we can and cannot do.
- We will always explain the reasons why.
- We will keep accurate records of all your contact with us.
4. Adapt our services to meet your needs
- We aim to understand your circumstances so we can adapt to your individual needs.
- We will check the information we hold about you on our systems and make reasonable adjustments, where needed.
- We will provide services in a fair and equitable way.
5. Listen to your feedback
- We welcome all feedback and will use it to improve our services.
- We will promote different ways for you to get involved in shaping the services you receive.
- We will offer support to make engagement accessible to everyone.
- We will keep you informed about how your feedback and involvement have made a difference.
Holding us to account
We'll always aim to deliver an excellent customer service, that matches our Customer Golden Rules but we recognise that things may not always go as planned. When this happens, it's important that you tell us.
We regularly ask customers to share their views through our transactional service surveys or our six-monthly Tenant Satisfaction Measure surveys. You can find out more about our surveys here.
We welcome feedback at every point. To find out more about sharing feedback, visit our 'Complaints, comments and compliments' webpage.
We’re committed to listening and acting on what you tell us. Your feedback helps us build on what works well, improve our services, and learn when things don’t go as planned.
We share the changes we’ve made in response to customer feedback on our 'You said, we did' webpage.
