Service Standards

The sole purpose of our existence is to provide high quality supported housing to people who need additional support. What makes us tick are the changes we see in people’s lives that choose us to be their landlord. Some are small changes, some are huge… all are significant to us. The people we house and support are therefore at the centre of everything we do. Whilst we provide a personal service to each person we house, our service standards apply to everyone:


We will provide you with a quality home that meets your needs. To do this, we will:

  • View the property with you, answering any questions you may have.
  • Explain the legal framework of your tenancy and explain your rights and responsibilities
  • Offer advice and assistance with housing benefit claims
  • Tell you if we think another organisation is better able to meet your housing needs than we are


Nobody will try harder for our customers than we do. We will:

  • Only provide accommodation that we’d be really happy to live in ourselves
  • Maintain the property to a high standard, as if it were our own home
  • Provide additional, personal support to help you manage your tenancy


We will be there for you when you need us, listen & take action:

  • However you contact us, we will try our best to give you an immediate response to your query or problem
  • We will treat you as an individual… we won’t give a standard response to your query, we will give you a personal response that reflects your needs and preferences
  • We will provide an emergency out of hours service for you to report emergency repairs or incidences of anti-social behaviour (including weekends and public holidays)
  • We welcome your ideas for improving our services and will promote a variety of opportunities for residents to be involved