What you can expect from us – our service standards
- We will monitor customer satisfaction and share the results with you through our Performance Information page
- We will support an annual programme of customer led scrutiny service reviews through the Customer Voice and Assurance Group (CVAG)
- Customer Service standards – when you contact us
- Feedback – for comments, compliments and complaints
We don’t just want to keep customers informed about what services they can expect from us. We also want to tell you how we are performing, any changes to services, and how we meet all our legal requirements.
We provide lots of information about how we are performing. Every 3 months we publish the results of our surveys.
Our Customer Voice and Assurance Group monitor our performance across all our customer services and meet with the Executive Team and senior managers to discuss any areas of concern.
Like all Registered Housing Providers, we must meet some quite robust legal requirements. This is to make sure that the organisation is properly managed, is financially stable and that customers are receiving good quality services that are value for money.
To provide assurance that we are doing all these things we have to provide a detailed report to the Regulator of Social Housing each year.