Our customer promise

We’ve recently revisited our customer promise as part of our work as early adopters of the National Housing Federation’s Together with Tenants campaign.

Our customer promise sets out what residents can expect from us as landlords, our commitment to the ways we’ll work and the levels of service we’ll deliver.

The Together with Tenants campaign works to strengthen the relationship between landlords and tenants. As an early adopter, we were one of the first organisations to sign up to support the campaign and test the actions it’s recommending, before they are fully rolled out this year. Part of the Together with Tenants plan includes developing a new tenants’ charter. We’ve decided to call our version a customer promise to distinguish this from the tenancy agreement which each resident also has in place with settle.

We appreciate the feedback we’ve received from residents as we developed and tested the promise, and are pleased to share the final version now.

Read our customer promise