11
Our promises
Our Customer Reality Check results for 2016 identified three key areas of improvement:
1. Ensuring our neighbourhoods are pleasant 2. The need to listen to you, our customers 3. That we provide opportunities for you to be involved.
There is a firm commitment from us to improve in these areas … and more. We want to join you on a customer journey which will truly put you at the heart of all we do.
We will be launching our Fair & Square Promises – a set of mutually fair and straightforward promises that will set out how we can work together as customer and landlord. This feels a fair and open way for us to work together, and we have worked with customers to develop these.
We will also support the Fair & Square Promises by:
3 Better promoting and including customers in established partnerships that we are actively involved in such as Police and Community Together( PACT) meetings
3 If there is an issue of concern in our neighbourhoods, we will call a meeting and include you and all stakeholders, listen and jointly agree a plan of resolution.
3 Launching a revised on-line Tenants Handbook, containing advice and detailing your responsibilities as the tenant and ours as your landlord: a digital Handbook which will always be up to date, ensuring you are aware of changes which may affect you
3 Communicating much more frequently about news and events that we think will be of interest to you, through digital media, email and text.
3 Setting up some local customer panels which will allow you to be more involved.
Our promises...
Customers will: Tell us about anything that impacts on your tenancy, or if you have worries or concerns. Please come and talk to us.
Customers will: Allow us in to your property to make any essential repairs, and carry out servicing- helping us to help you.
Customers will: Pay your rent on time. If you are having difficulties, please contact us.
Customers will: Manage and look after your home and garden, keeping it safe and with sufficient home contents insurance.
Customers will: Show respect for your neighbours and people within your community.
Customers will: Value and respect your home and your tenancy.
Customers will: Open a Customer Account and do things more online.
Accord will: Listen to you and do our best to help.
Accord will: Contact you ASAP if we are unable to keep an appointment. We will rearrange it and explain the reason for the delay. If we are running late, we will call / text to let you know and offer you the option to rearrange.
Accord will: Undertake repairs at a time agreed with you.
Accord will: Respond to complaints speedily.
Accord will: Provide you with a home that is safe and secure – and will invest back in to your communities.
Accord will: Act responsively to any cases of anti-social behaviour, hate crime and other serious breaches of tenancy. We will not intervene in disagreements between neighbours.
Accord will: Value and respect you, your privacy and your community.
Accord will: Be more accessible online so you can better communicate with us and access our services.