The website supported people in finding a home swap / mutual exchange.
Our service standards are clear, written commitments about the level of service you can expect from us. They set out what each team will do, how well they’ll do it, and how quickly.
Customer experience service standards
Our approach to customer service and supporting your journey with us.
File Type: pdf
File Size: 326 KB
Last Updated: July 2026
Complaints service standards
How you can expect us to work when dealing with a complaint.
File Type: pdf
File Size: 229 KB
Last Updated: July 2026
Customer engagement service standards
Our commitment to ensuring that your voices are heard and that we use this information to help shape our services.
File Type: pdf
File Size: 247 KB
Last Updated: July 2026
Lettings and allocations service standards
Our approach to letting homes. We aim to make the best use of homes and help those in most need.
File Type: pdf
File Size: 367 KB
Last Updated: July 2026
Income management service standards
How we support you to pay your rent and any service charges.
File Type: pdf
File Size: 357 KB
Last Updated: July 2026
Community and Neighbourhood service standards
How we support you to enjoy living in your local community.
File Type: pdf
File Size: 326 KB
Last Updated: July 2026
Anti-social behaviour (ASB) service standards
Our approach to ASB and how we take responsive, swift and proportionate action
File Type: pdf
File Size: 392 KB
Last Updated: July 2026
Gardening service standards
How our team of gardeners / grounds maintenance colleagues help maintain your communal gardens / outdoor areas.
File Type: pdf
File Size: 348 KB
Last Updated: July 2026
Contractor cleaning service standards
What you can expect from our cleaning contractors and what’s considered acceptable or not.
File Type: pdf
File Size: 308 KB
Last Updated: July 2026
Repairs and maintenance service standards
How we manage repairs and maintenance in your home so you can feel safe, secure, and supported from day one.
File Type: pdf
File Size: 324 KB
Last Updated: July 2026
Planned improvement works service standards
How we make sure major improvements we complete in your home run as smoothly as possible - whether that's a new kitchen, boiler, bathroom or windows and doors.
File Type: pdf
File Size: 397 KB
Last Updated: July 2026
Building safety service standards
Our commitment to ensuring that the homes we provide are safe, secure, and compliant with all relevant health and safety laws.
File Type: pdf
File Size: 609 KB
Last Updated: July 2026
