Relationships

We will treat you with respect in all of our communications and interactions

• Our staff will demonstrate our Values and Behaviour framework - 4Rs: Reliable, Responsive, Respectful, and Resourceful - when interacting with our residents and with one another.
• We will ensure our policies clearly state the standards you can expect. Our staff will work towards these standards.
• Our staff will carry and display clear identification, which includes photo identification, when we visit you at home.
• We will recognise and cater for the different needs of our residents, and we will tailor our services to meet these needs.

How we will measure success

• We will monitor resident satisfaction surveys.
• We will carry out regular service audits on our key resident-facing policies.
• We will benchmark our key performance indicators against other housing providers and publish our results.
• We will acknowledge and celebrate staff who are delivering on our Values & Behaviour Framework.

Together with Tenants charter commitments

Housing associations will treat all residents with respect in all of their interactions. Relationships between residents and housing associations will be based on openness, honesty, and transparency.