We will:

• provide a fair, convenient and equal service for all residents who want to report a repair;
• offer a range of up-to-date services that residents can use to report a repair including by phone, e-mail or post, through our website and by using our office;
• carry out 97% of all maintenance jobs within our target times;
• invite you to take part in consultations that will help you and us make informed decisions about how we can improve our service;
• make sure our contractors follow the code of conduct;
• make an appointment with you before we or our contractors visit your home;
• explain who we are and show you our identification cards;
• keep 98% of all appointments we make;
• give you 24 hours' notice if we have to change an appointment;
• pay you compensation if we have to cancel an appointment;
• be well presented;
• respect you and your home;
• be professional and concentrate on finishing the job;
• be aware of the cultural or special needs of minority groups;
• be aware of the needs of any disabled or vulnerable customers;
• carry out gas, electrical and asbestos safety checks in time;
• inspect the condition of your home every five years;
• leave your home clean and tidy when we have finished;
• let you know what is happening every step of the way if it takes more than one visit to finish the job;
• regularly report how we are doing through our newsletters; and
• send you satisfaction surveys for each job to see how we did.