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IMPROVING

THE EVERYDAY FOR TENANTS

Improving the Everyday for Tenants

While we know the key outcomes we need to achieve by 2030, it is important that we also remain focused on improving our tenants’ lives every day.

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As part of our Service Standards for tenants, we will:

  • Do all we can to make settling in as easy as we can for new tenants
  • Clearly explain rent and service charges
  • Make it accessible and easy to transact with us
  • Do as much as we can to minimise disruption when we do work to homes
  • Simplify our repairs service standards
  • Deliver on Awaab’s Law
  • Deliver prompt outcomes for any complaints we receive

When delivering services to tenants, we will:

  • Be responsive, transparent and upfront
  • Show empathy, fairness, respect and act professionally
  • Be straight with tenants and clear about timescales
  • Be upfront about our performance and what we’re doing to improve
  • When things go wrong, we will take responsibility for our mistakes
Read the full plan