Our promises to our customers

Our Promises: We will....

1. Greet you in a friendly way, treat you with courtesy and respect and wear our name badges.
2. Give you accurate information and advice in ways you find easy to understand.
3. Answer phone calls promptly, letting you know who you are speaking to and use voicemail when no-one is available to take your call. If you leave a message we will aim to return your call by the end of the following working day, unless we have told you otherwise.
4. Respond to your letters, faxes or emails within 2 weeks.
5. Offer you an office apointment within one week, when you ask for one. When you come to the office for your appointment, we will see you on time. This will be in a private space if we are going to discuss confidential matters.
6. When we arrange to visit you in your home, we will arrive on time, show you an identification card and explain the purpose of our visit. We will let you know in good time if we are delayed or unable to make the appointment.
7. Respond to your complaints within 2 weeks. If we have made mistakes, we will apologise and try to put things right.
8. Seek and listen to feedback from you. We will tell you how we have used our customers' views to help improve our services.
9. Make information available to you on how we are performing and where possible how this compares with other landlords.
10. Offer a variety of ways for you to get involved in the Association's decision making and development of services.

We try very hard to keep our promises. If you feel that we have not kept a promise to you please let us know.

Complete the Praise or Grumble Form.

Email: Praise or Grumble. Or telephone 0114 2702 685.