Ensuring our business is well run, responsible and financially secure -

Our standards

We’ve local standards that can be applied to all our services.

We develop them with customers, and monitor our performance against them with tenant representatives, to ensure we offer you services we can all be proud of.

Our local standards are:

  • Treat you and your home with respect.
  • Deliver high quality services to the highest quality and fix things quickly if there is a problem.
  • Keep you updated. You should never need to chase us.
  • Provide services with agreed timescales.
  • Keep our promises and treat you fairly.

In a typical year, we regularly report on whether we’re meeting the standards to our Operations Committee and we publish this information on our website.

Given the disruption caused by the pandemic, we had to pause some of the measures and surveys that we’d usually use.

We’re now reviewing the standards and propose that we replace them with the Together with Tenants charter, summarised below. Relationships Housing associations will treat all residents with respect, and will be open, honest and transparent. Communication Residents will receive clear, accessible and timely information on the issues that matter to them. Voice and influence Views from residents will be sought and valued and this information will be used to inform decisions. Accountability Collectively, residents will work in partnership with their housing association to independently scrutinise and hold their housing association to account. Quality Residents can expect their homes to be good quality, well maintained, safe and well managed. When things go wrong Residents will have simple and accessible routes for raising issues, making complaints and seeking redress.

We’ll be asking for you views on these. Together with Tenants is led by the National Housing Federation, the representative body for housing associations across England.

You can read more about Together with Tenants here: www.readtap4.online/tap4-issue-6/giving-you-a-stronger-voice/