11
Our promises
Our Customer Reality Check results for 2016 identified three key areas of improvement :
1 . Ensuring our neighbourhoods are pleasant 2 . The need to listen to you , our customers 3 . That we provide opportunities for you to be involved .
There is a firm commitment from us to improve in these areas … and more . We want to join you on a customer journey which will truly put you at the heart of all we do .
We will be launching our Fair & Square Promises – a set of mutually fair and straightforward promises that will set out how we can work together as customer and landlord . This feels a fair and open way for us to work together , and we have worked with customers to develop these .
We will also support the Fair & Square Promises by :
3 Better promoting and including customers in established partnerships that we are actively involved in such as Police and Community Together ( PACT ) meetings
3 If there is an issue of concern in our neighbourhoods , we will call a meeting and include you and all stakeholders , listen and jointly agree a plan of resolution .
3 Launching a revised on-line Tenants Handbook , containing advice and detailing your responsibilities as the tenant and ours as your landlord : a digital Handbook which will always be up to date , ensuring you are aware of changes which may affect you
3 Communicating much more frequently about news and events that we think will be of interest to you , through digital media , email and text .
3 Setting up some local customer panels which will allow you to be more involved .
Our promises ...
Customers will : Tell us about anything that impacts on your tenancy , or if you have worries or concerns . Please come and talk to us .
Customers will : Allow us in to your property to make any essential repairs , and carry out servicing - helping us to help you .
Customers will : Pay your rent on time . If you are having difficulties , please contact us .
Customers will : Manage and look after your home and garden , keeping it safe and with sufficient home contents insurance .
Customers will : Show respect for your neighbours and people within your community .
Customers will : Value and respect your home and your tenancy .
Customers will : Open a Customer Account and do things more online .
Accord will : Listen to you and do our best to help .
Accord will : Contact you ASAP if we are unable to keep an appointment . We will rearrange it and explain the reason for the delay . If we are running late , we will call / text to let you know and offer you the option to rearrange .
Accord will : Undertake repairs at a time agreed with you .
Accord will : Respond to complaints speedily .
Accord will : Provide you with a home that is safe and secure – and will invest back in to your communities .
Accord will : Act responsively to any cases of anti-social behaviour , hate crime and other serious breaches of tenancy . We will not intervene in disagreements between neighbours .
Accord will : Value and respect you , your privacy and your community .
Accord will : Be more accessible online so you can better communicate with us and access our services .