Customer Charter - Customer Promises

Customer Charter

Customer Promises

A safe, clean and affordable home We will deliver a home that is in good repair. We will come and repair your home when we have agreed we will. We will finish the repair and get it right first time. We will tell you about work we have planned and when it will happen.

You will have a home you are proud to live in. You will have a home that is safe, secure, and fit to live in.

Scrutinise our services to provide value for money We will make sure we collect all the rents and service charges. We will look at all our services to see where we can make them better. We will look at our services to make sure they are good value. We will offer the chance to use our services digitally.

Your rent will be used to make services better. Your rent will be used correctly. Your rent will be used to find ways to make our services better value.

Treating our customers with respect You are an individual and we will treat you as an individual. We will treat you with kindness, respect. We will respect your personal situation and your needs.

You will feel listened to, that we have done what we said we would, and you have been treated fairly.

Customer Promises Listening to our customers We will listen to the people who live in our homes. We will give people ways to be involved to look carefully at our services.

You will help shape our services. You will help decide what is most important for us

Supporting independence The people who live in our homes who have extra needs will have those needs met. We will do this ourselves or through other organisations. We will help people live independently wherever we can.

You will have help to live independently. You will have support to stay in your home.

Improving your community We will talk to as many different people who live in our homes as we can. We want you to have a say on how we make the place you live better.

You will feel that you have helped the place you live. You will feel part of the place you live. You will feel you can change the place you live.

This Charter sets out how Rooftop Housing Group will run its services to meet your needs, regardless of the type of Rooftop home you live in.

We want to give you excellent services and a great experience.

Our services will be fair, consistent, and transparent. We want our services to be important to you. We will make sure we work with your individual needs.

You and all the people who live in our homes are the most important thing to us.

We will listen to your views.

We will find out what you feel is important to you.

We will run services that you can use, that are good, and that are good value for money.