Our performance

You can find out more about the standards our services should meet, what our regulators look for and how we’re performing in this section.

Our service standards

We’re committed to putting our customers first by providing an excellent, friendly and efficient service. We’ve developed service standards with customers and staff to make expectations clear.

We’ll work hard to achieve these standards and improve our services to customers. Please complete a feedback form if you feel that we’ve failed in any way. Your comments will be taken seriously and we’ll try to correct any errors as quickly as possible. You’ll be told what has been done to fix the problem, and what we’ll do to make sure it doesn’t happen again in the future.

What the regulator looks for:

  • produce an annual report for customers. This can be seen on the publications page
  • regularly report on progress through the website and in reception areas of our offices
  • train and support customers to challenge performance. Read more in the customer involvement section.

Our regulator, the Homes and Communities Agency, expects all social housing providers to tell customers how they’re performing. To do this we:

How we are performing

We monitor our performance across all areas of our business to ensure standards and commitments are met. We’re accountable to our customers and our regulator, the Homes and Communities Agency. The latest information on our performance can be found below: