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Together with Tenants

Customers are at the heart of all that we do – so we want to make sure that we are listening effectively, being accountable for what we do and acting on customer feedback.

As part of our commitment to this, we have adopted the National Housing Federation Together with Tenants Charter.

This is focused on strengthening the relationship between customers and housing association landlords. It embodies all the great work happening across social housing to create positive relationships with customers. But it also challenges us to go further – presenting an opportunity for us to take the lead in accountability and customer oversight.

The charter sets out our promises to our customers about what to expect from us.

Before we adopted the charter, we asked a selection of 700 of our customers what was most important to them. They were given 30 points to award across the 6 charter commitments via an online consultation tool. The results shown in the table below is based on feedback received from 85 customers. This feedback is really important to us as it will be used to help shape our services and understand our customers’ priorities.

Charter commitmentAverage points allocated by our customers
The maintenance of your home 
The quality of your home
When things go wrong: 
Advice and support to solve problems
A clear link between customer feedback and organisational decision making
Voice and influence: 
Valuing your views and feeling listened to
Taking into account your individual needs
Our openness and transparency

Our adoption of the Together with Tenants Charter will link into our work to modernise and strengthen customer engagement and to help us ensure there is a strong customer voice influencing decisions, shaping services and challenging us to improve.  

Part of this will be to create our own Customer Charter that will take elements of the Together with Tenants Charter, along with what is important to you as outlined above, to ensure we are more accountable.

We’ll be working on several projects this year that link to the charter, which we’d really value your help and involvement in. If you have any questions, please contact Neil Bliss, Customer & Community Involvement Officer, on 01984 635134 or

Want to know how you can get involved?

There are lots of ways you can get involved in the things we do for our customers and in the community.