Use this page to find out more about our local offers to residents.
Our service standards local offer
Our service standards set out our core local offer commitments to you.
The service standards detail how you can use the services we provide, and what service standards you can expect.
Our standards support the aims and values in our corporate plan to show how we are a ‘progressive, responsible, inclusive and reliable’ organisation.
Our standards include our overall commitment to customer care for all our customers, with further sections relating to the different services that we provide specifically for residents.
Within our core local offer you’ll find service standard commitments for:
- Managing where you live
- Repairs and maintenance
- Paying your rent and service charge
- Major work inside your home and in shared (communal) areas
- Home ownership
- Lettings and allocations
- Housing for older people
- Housing for residents needing support
We regularly use these standards to check how we are performing and we will provide reports on our performance through links on our website and in newsletters.
We have consulted with residents extensively to develop our standards to make sure we are meeting your expectations and focusing on what is most important to you.
Enhancing our service standards
We have also developed other local offers which enhance the commitments in the service standards.
We have developed enhanced offers for:
Managing where you live
You can use this enhanced offer to explore the best way to tailor your local estate services to meet local needs.
Repairs and maintenance
This offer enhances the Service Standard commitments we have made in respect of our repairs and maintenance service.
Major works inside your home and to shared areas
You can use this offer to find out more about the new Southern Standard.
Resident Involvement
This offer sets out how you can become involved in the Group’s work and how we will deliver and monitor our resident involvement work. You can find out more on the Get Involved pages.
Over the coming months we will be introducing other enhanced local offers, developing our existing service standards further.
These local offers are a guideline only and do not affect or change our legal obligations to you as our resident, or your legal obligations to us as your landlord.
If you need any more information about our offers, please contact our Customer Service Centre.