Our landlord service offer will not be based on
tenure but on the needs of people. We will not
operate in silos – our service offer will be
responsive and offer great value for all residents.
We will be really transparent about how we
provide our services and in collaboration with
customers we will shape a range of offers.
We know that 84% of contact by telephone
with all residents is for repairs and maintenance
(in maintenance we include cleaning and
gardening). We will invest in these services
the most to ensure they are delivered in a
way that significantly reduces the need for
customers to contact us.
Our communication as a landlord will be
paramount. It will be digital by default, simple
and on a need to know basis. We will not “do”
to our residents but include them through a
range of techniques and options to ensure that
they own their neighbourhoods and are part
of the decisions taken in them.
Being a Landlord
These offers will ensure:
Our most vulnerable customers
get the individual support they need
Customers who are independent get the services
they want – not everything we offer