Together with tenants

Together with tenants charter

As part of our ongoing efforts across the organisation to strengthen our relationship with customers, enhance levels of engagement and improve satisfaction, we follow the Together with tenants framework and charter.

Together with tenants was developed between tenants, the National Housing Federation and early adopter social housing organisations like us.

Its purpose is to foster a stronger partnership between landlords and tenants, promoting open communication, transparency, and accountability. 

This charter outlines a set of principles that should govern our interactions with customers to ensure their voices are heard, their concerns are addressed and their rights are protected. The charter aims to create and help sustain an environment where residents feel valued and empowered by their housing provider, and central to decision-making processes.

As part of the Together with tenants charter, we are making six commitments (scroll to reveal each one):

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1. Relationships:

Housing associations will treat all residents with respect in all of their interactions. Relationships between residents and housing associations will be based on openness, honesty and transparency.

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2. Communication:

Residents will receive clear, accessible and timely information from their housing association on the issues that matter to them, including important information about their homes and local community, how the organisation is working to address problems, how the organisation is run, and information about performance on key issues.

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3. Voice and influence:

Housing associations will seek and value the views of residents, and will use this information to inform decisions. Every individual resident will feel listened to by their housing association on the issues that matter to them and can speak without fear.

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4. Accountability:

Collectively, residents will work in partnership with their housing association to independently scrutinise and hold their housing association to account for the decisions that affect the quality of their homes and services.

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5. Quality:

Residents can expect their homes to be good quality, well maintained, safe, and well managed.

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6. When things go wrong:

Residents will have simple and accessible routes for raising issues, making complaints and seeking redress. Residents will receive timely advice and support when things go wrong.