Our customer promise

Our customer promise

We will:How we measure itStatus
Keep your home safe and secureWe measure our progress against strict targets we set for carrying out gas and electrical safety checks and fire risk assessments at each property.Green circle
on track
Deliver services in a way that meets your needsThis is an independent survey we use to monitor how residents feel about their home and the neighbourhood they live in.Green circle
on track
Listen to you and learn from our mistakesWe measure how many improvements we’ve made to our services based directly on what we’ve learned from complaints.Green circle
on track
Keep things simple and services easy to access We measure customer effort through an independent survey. Our target is less than 4. We see a score between 4.1 and 4.5 as amber. Our most recent score in this measure, from data gathered in March 2022, was 4.3.Orange circle
slightly off track
Show we careEvery three months we do a Big Door Knock, which is where colleagues from all teams at settle speak to residents and ask how they’re doing and if there’s anything more we can do for them.Green circle
on track

Work with you to get things right
This score is measured through an independent survey asking customers how they feel we’re doing overall. We see a score over 73 as green, and a score between 70 and 73 as amber. Our most recent score, from March 2022, was 68.8.Red circle
off track
Make it straightforward to put things right when they go wrongWe measure how many of our complaints were resolved within 10 working days.Green circle
on track
Offer extra help where we canWe track how many customers we’ve helped with things like utility top-ups and emergency food supplies each month.Green circle
on track
Focus on what is important to you – good timely repairs and keeping neighbourhoods clean and tidyThis score shows how we are doing towards our target of 95% of routine repairs being completed on our first visit. Green circle
on track

We’re working hard to improve areas highlighted in red and amber, in particular through our #basicallybrilliant project to ensure we deliver great landlord services to all residents. We’re also recruiting more colleagues so we can more quickly provide the services we know are most important to residents.

Health, safety and wellbeing

Take a look at how we keep our residents and colleagues safe.

Our customer service standards

Our values