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Our customer promise


We will:

How we measure it


Keep your home safe and secure We 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
Deliver services in a way that meets your needs This is an independent survey we use to monitor how residents feel about their home and the neighbourhood they live in. Green circle
Listen to you and learn from our mistakes We measure how many improvements we've made to our services based directly on what we've learned from complaints. Green circle
Keep things simple and services easy to access We measure customer effort through an independent survey. Orange circle
Show we care Every three months we do a Big Check In, 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. red dot
Work with you to get things right This score is measured through an independent survey asking customers how they feel we’re doing overall. Orange circle
Make it straightforward to put things right when they go wrong We measure how many of our complaints were resolved within 10 working days. green circle
Offer extra help where we can We track how many customers we’ve helped with things like utility top-ups and emergency food supplies each month. Green circle
Focus on what is important to you - good timely repairs and keeping neighbourhoods clean and tidy This score shows how we are doing towards our target of 99% of routine repairs being completed on our first visit. Orange circle

We’d love your feedback on this

As part of our engagement model, we’d like to know if you feel that our customer promise is clear and what you think about the way we’re measuring how we’re doing.

Please click the 'how can we make this page better' link below to give us your thoughts.

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