Our customer service offer


The standards we aim to deliver across all our areas of work.

We are committed to providing the best service we can. If we’re to succeed, it’s also essential that customers are clear about the type and standard of service we deliver and what to expect from us.

Our customer service offer provides details on the following:

  • our customer service standard
  • our customer complaints standard
  • our home standard
  • our income management service standard
  • our tenancy and neighbourhood service standard
  • our estate management service standard
  • our leasehold and home ownership service standard
  • resident involvement.

Customer Survey (September 21) - Your feedback is important to us 

We have asked The Institute of Customer Services (ICS) to survey our customers to find out how we can improve our services, and whether the changes we have started to introduce are having the right impact.

During September you may be contacted by a market research company called TLF on behalf of ICS. They will be contacting as many of our customers as they can by email or phone to ask them a number of questions about the way we deliver services.

If you are contacted please take the time to give your feedback. The survey is anonymous so you won’t be contacted to discuss your answers unless you add your details and ask to be contacted.

We are committed to improving how we deliver services to you so please help us to do this by having your say and giving us your feedback!

If you have any queries about this survey please email us at ask@onehousing.co.uk