In the final instalment of this special Tenants at Heart series, we’re shining a light on the final part of our corporate plan, Improving the everyday for tenants.
While this isn’t technically a pillar of our plan, it’s a really important section that we wanted to share with you. As the name suggests, we want to make sure we help improve our tenants’ lives on a daily basis.
What do we mean by this?
We’ll proactively make a positive impact on our tenants. We’ll make this happen by making sure all of our work is delivered in line with our Service Standards. We make sure that we’re transparent, accessible and accountable for our work at all times.
What does this look like in reality?
By 2030, we will:
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Do all we can to make settling in easy for new tenants
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Clearly explain rent and service charges
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Make it easier to deal with us
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Do as much as we can to minimise disruption when we carry out work in your homes
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Simplify our repairs service standards, reduce repairs completion times from 28 to 14 days, and complete emergency repairs in 24 hours
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Deliver on Awaab’s Law, taking 14 days to assess and provide a clear action plan
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Provide an outcome to a complaint for stage one and stage two within 10 and 20 working days, respectively
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Be responsive, transparent and upfront
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Show empathy and fairness and act professionally and with respect
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Be straight with tenants and clear about timescales
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Be honest about our performance and the improvements we are making
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Take responsibility when things go wrong
