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Customer care policy

We have a customer care policy which is detailed below:

Customer Care involves taking customers seriously and respecting their rights, needs and views.

We aim to ensure that customers can access our services easily and in ways that best suit their needs.

We have many customers, both external and internal. Our external customers include tenants, licensees, shared owners, leaseholders, prospective residents, former residents, service users and other stakeholders. Our internal customers are our colleagues. The policy and associated standards applies to external customers only and our commitment to internal customers is covered in our HR policies, procedures and employee handbook.

Our published Access and Customer Care Service Standards are central to our Access and Customer Care Policy. These apply to all service areas, including tenancy management, repairs, support services and resident involvement, and set out the standards our customers can expect from us and the means by which those standards will be monitored.

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