Customer Service Standards 2026
Following a short life working group, the Association has reviewed and updated its Customer Service Standards.
Our Customer Service Standards give guidance on things like what to expect from us if you visit the office, call us, or contact us online. These standards apply to anyone who contacts us, whether a tenant, factored owner or member of the public.
The standards were reviewed as part of the Tenant Participation and Engagement Strategy 2024/25 action plan. A short life working group was formed in summer 2025, made up of staff and tenants, to discuss the existing standards and how they could be improved to create a better customer service experience.
Along with the updated standards, we have produced a Customer Charter. This details what you can expect from us when you enter our office. The Charter (shown below) is displayed on the digital screen within our reception area.
To read our updated Customer Service Standards, please click here.