Delivering an exceptional service

We care about our customers and know that how we do things is just as important as what we do. It’s not all about the bricks and mortar and we set ourselves high standards to make sure that we’re providing top notch services as well as quality homes.

And we’re very proud to be able to say that one year after pledging to deliver an exceptional service, we’re either meeting or exceeding our targets for service performance.

As well as a brilliant 90 % satisfaction score for overall services, 88% of customers’ enquiries were resolved at the first point of contact. And when it comes to repairs, we don’t hang about either – 84% of repairs are completed at the first visit and 99.8% of emergency repairs are made within 24 hours. Furthermore, 87% of tenants are satisfied with the repairs and maintenance service provided.

We’re also sticking to our promise that we do what we say we will do, with 94% of appointments that are made, being kept. This is fantastic feedback from our tenants and a great start to delivering our five-year strategy.