Just like our policies, we review our service standards regularly to make sure they are in line with your priorities.

People

• We will respond to your complaints and communications in a timely, clear and up-to-date way.
• We will respond to your enquiries, giving you clear advice about what will happen next. 
• We will be up-front and honest when we’re not going to do something. 
• We will help you to achieve your aspirations by offering you employment, training and volunteering  opportunities.
• We will give you opportunities to get involved and feed-back on issues affecting your home.

Homes

• We will provide high quality homes. 
• We will maintain your home to a standard you can enjoy.

You can read our service commitment to find out more.

How we conduct surveys

Each month, our system generates a random list of residents who haven’t been surveyed in the last twelve months. Our customer insight team select a number of these residents from different areas and tenures and contact them directly. We ask them five specific questions about our service, and a question around their overall satisfaction with the services we are providing. 

If you have any comments to make about the current service standards or suggestions for improvements, email ask@onehousing.co.uk.