Shape Our Customer Charter - Your Input Matters

We’re excited to create a brand-new Customer Charter, and we need your help to make it meaningful and impactful to you!

A social housing customer charter is a set of guidelines that outline what social housing tenants can expect from their landlord. The charter aims to ensure that tenants are safe, treated with respect, and have their concerns addressed.

The Customer Charter has set themes and will outline the promises we make to you. We need your help to develop our promises and want to understand what each theme means to you so that we can make sure that ‘our promises’ are meaningful and relevant to you.

Take the quick poll (on the right) to tell us what the Customer Charter means to you.

Our promises will sit underneath each theme as part of the Customer Charter and the commitment that we will make to you – our customers.

The Customer Charter is based on seven key themes inspired by the government’s social housing guidelines:

Themes for the Customer Charter are detailed below:

  • to be safe in your home
  • to know how your landlord is performing
  • to have your complaints dealt with promptly and fairly
  • to be treated with respect
  • to have your voice heard by your landlord
  • to have a good quality home and neighbourhood to live in
  • to be supported to take your first steps to ownership

Take a look at the government’s social housing guidelines for the customer charter to find out more.

How you can get involved:

We held an online focus group Tuesday 28 January so that we can explain more about the charter and how you can help us to shape it.

All of the feedback from the focus group will be shared with colleagues from the relevant business areas. We will then start to develop a first draft of the Customer Charter over next 4-6 weeks. We’ll set up another focus group end of February / early March so we can share the draft version with you to get your feedback on the content. We'll send out email invitations and we'll update this project page too - so keep an eye out!

By joining the Customer Charter group, you’ll have the chance to:

💬 Join focus groups (online or in person)

📋 Complete quick online surveys

📞 Share your views in personalised calls

💷 Receive vouchers to thank you for your time

Together, we want to create a Customer Charter that truly reflects your needs and expectations.

We’re excited to create a brand-new Customer Charter, and we need your help to make it meaningful and impactful to you!

A social housing customer charter is a set of guidelines that outline what social housing tenants can expect from their landlord. The charter aims to ensure that tenants are safe, treated with respect, and have their concerns addressed.

The Customer Charter has set themes and will outline the promises we make to you. We need your help to develop our promises and want to understand what each theme means to you so that we can make sure that ‘our promises’ are meaningful and relevant to you.

Take the quick poll (on the right) to tell us what the Customer Charter means to you.

Our promises will sit underneath each theme as part of the Customer Charter and the commitment that we will make to you – our customers.

The Customer Charter is based on seven key themes inspired by the government’s social housing guidelines:

Themes for the Customer Charter are detailed below:

  • to be safe in your home
  • to know how your landlord is performing
  • to have your complaints dealt with promptly and fairly
  • to be treated with respect
  • to have your voice heard by your landlord
  • to have a good quality home and neighbourhood to live in
  • to be supported to take your first steps to ownership

Take a look at the government’s social housing guidelines for the customer charter to find out more.

How you can get involved:

We held an online focus group Tuesday 28 January so that we can explain more about the charter and how you can help us to shape it.

All of the feedback from the focus group will be shared with colleagues from the relevant business areas. We will then start to develop a first draft of the Customer Charter over next 4-6 weeks. We’ll set up another focus group end of February / early March so we can share the draft version with you to get your feedback on the content. We'll send out email invitations and we'll update this project page too - so keep an eye out!

By joining the Customer Charter group, you’ll have the chance to:

💬 Join focus groups (online or in person)

📋 Complete quick online surveys

📞 Share your views in personalised calls

💷 Receive vouchers to thank you for your time

Together, we want to create a Customer Charter that truly reflects your needs and expectations.