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Citizen Commitments for Shared Owners and Leaseholders

What are they? Our Citizen commitments set out clearly what you, as a homeowner, can expect from us. They’re our promise to provide warm, safe homes and to work with you to deliver the best possible service, focused on what matters most to you.

Developed with you

The Citizen Commitments were developed with customers over a 12-month period. We worked closely with customers and colleagues, listening to feedback and lived experiences to understand what matters most to our tenants.

Feedback from our customers helped shape the six key areas that explain what customers can expect from us in a practical and easy-to-understand way.

1. Services that work for everyone

Provide 24/7 access to report repairs and enquiries via My Account
Aim to resolve your queries the first time you contact us
Aim to answer calls within 3 minutes and respond to emails within 2 working days
Answer stage 1 complaints in 10 working days   
Provide accessible services, including reasonable adjustments where needed

2. Keeping you safe

Complete electrical checks in your block every 5 years
Ensure your home is safe from potential asbestos and legionella risks
Carry out regular lift inspections
Carry out regular fire risk assessments in shared buildings with internal communal areas
Provide fire safety advice and easy ways to report safety concerns

3. Listening to you and keeping you informed

Provide multiple ways for you to get involved and shape our services  
Hold regular customer-led reviews making recommendations for improvements
Use your feedback to drive continuous improvement
Keep you informed via newsletters, social media and events

4. Taking care of your home

Aim to attend communal emergency repairs within 24 hours and non-emergency repairs within 25 working days
Offer flexible appointments and fix issues on the first visit where possible

5. Looking after your neighbourhood

Respond to reports of violence or hate crime within 1 working day
Respond to drug misuse/verbal abuse in 3 working days and noise complaints in 5 working days  
Appoint a dedicated antisocial behaviour (ASB) officer for your case
Provide out-of-hours reporting via our ASB Respect Line
Share communal cleaning and garden schedules, and the standards you can expect

6. Supporting you in your home

Support you with budgeting and energy saving advice
Help you back into work with tailored career coaching
Support you with digital skills training

Reviewing our commitments

We review our Citizen Commitments every year in discussion with customers to make sure they remain relevant and useful. Where updates are needed, we will make changes and record them here so you can see what’s been updated and when.