Our Customer Service Commitments
Our Together with Tenants Charter and our Customer Service Commitments have been created in partnership with our Residents.
The National Housing Federation created Together with Tenants to help us, as landlords, to strengthen our relationship with our residents. You can visit the National Housing Federation website for more information.
Our Customer Service Commitments (CSCs) set out what residents can expect from us and how we deliver services.
We’ve recently reviewed and updated these commitments to make sure they remain clear, relevant and focused on what matters most to you.
Why we’ve made changes
Since the introduction of the Tenant Satisfaction Measures (TSMs), it became clear that there was some overlap between the TSMs and our existing Customer Service Commitments. To avoid duplication and strengthen our focus on residents’ priorities, we reviewed our commitments with and have developed new ones.
Importantly, this review was done with residents, not just for residents.
Working in partnership with residents
Members of the Resident Forum were consulted throughout the process and played a key role in shaping the new commitments. Together, we developed 12 Customer Service Commitments that reflect what residents told us are most important.
Download the accessible PDF of 12 commitments here: Accessible Customer Service Commitments and Together with Tenants Charter 2026.pdf [pdf] 547KB
How we’ll measure our performance
We’ll continue to monitor how well we’re delivering our commitments by:
carrying out regular resident satisfaction surveys
using service performance and operational data
The Resident Forum will remain involved and will receive quarterly updates on resident satisfaction and operational data, helping to ensure transparency and accountability.
What residents said
Gail, the Resident Forum Vice Chairperson, said:
“We were asked what we thought were important to us as residents and where we would like to see changes, for example with repairs, anti-social behaviour or welfare support.
This is part of the work that the Forum does in partnership with Fairhive. These changes are not only to improve the services, but also to improve outcomes for residents.”
Our commitment to you
Your feedback continues to shape how we work. By listening to residents and working in partnership, we’re committed to delivering services that better meet your needs and improve your experience.
