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Citizen commitments

What are they? Our Citizen commitments set out clearly what you, as a customer, 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.

Which commitments apply to you?

If you rent your home from us
Our commitments below explain the services and support you can expect from us as a renting customer.

If you're a shared owner or leaseholder
Our commitments here explain the services and support you can expect from us as a homeowner, including how we look after shared buildings and communal areas.

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

Carry out annual gas safety checks  
Complete electrical checks every 5 years
Ensure your home is safe from potential asbestos and legionella risks
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 from surveys to drive continuous improvement
Publish our performance quarterly online
Keep you informed via newsletters, social media and events

4. Taking care of your home

Aim to attend emergency repairs within 24 hours
Aim to respond to non-emergency repairs within 25 working days
Offer flexible appointments and fix issues on the first visit where possible
Improve your home’s energy efficiency, aiming for EPC Band C by 2030
Ensure your home meets the Government’s Decent Homes Standard

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 tenancy

Support you with budgeting and energy saving advice
Offer a dedicated team to support you and link you to services to help manage your tenancy
Help you back into work with tailored career coaching
Support you with digital skills training
Allocate tenancies fairly, clearly explaining how decisions are made

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.