Reviewing our commitments to you
We are listening to you and understand how much you value a safe, secure, affordable home and good quality services.
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Improving our online services
Looking forward, we are improving the online services that you use.
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Making more of our homes energy efficient
We are cutting carbon emissions and reducing fuel bills for customers.
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Our communication is timely, open, honest, clear and consistent.
This year we offered more ways to talk to us and made every contact count. We provided Keep Well & Warm advice and marked our 1st birthday at a conference where involved customers shared their views with our board.
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We innovate, finding new ways of working to improve services.
This year we introduced a priority repairs team to focus on any repairs necessary to stop damp and mould. We provided award-winning support for apprentices and gained a Best Companies ranking as a great place to work.
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We take responsibility for our actions and performance.
This year we made our complaints process clearer, creating a service improvement committee to learn from your feedback. We acted on reports of damp and mould and ensured we’re ready to report on Tenant Satisfaction Measures.
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We are polite and considerate, understanding the needs of others and valuing their views.
This year, we worked with the Customer Partnership Panel to deliver the best possible services. We resolved cases of ASB and improved affordable housing with our Quality Homes standard.
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We celebrate differences and embrace diversity.
This year, we provided more opportunities for older people to live independently and improved the household income of customers by £2.8m. We helped tenants into employment and tackled digital exclusion in our Community Hubs.
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We act with integrity.
This year we strived to deliver positive social and environmental outcomes, publishing our first Environmental, Social and Governance report, measuring our impact on areas including climate change and sustainability, corporate governance and human rights.
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We are inspired and guided by our values and know you are part of our success.
This year, we listened to customer feedback and made changes as a result. We provided new ways to contact us, involved tenants in our complaints self-assessment and improved the way we communicate rent updates.
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