Our commitment

Our values

Fairness: We listen carefully and review evidence independently.

Learning: We share knowledge to improve services.

Openness: We publish our performance and decisions.

Excellence: We deliver an efficient, high-quality service.

What we do

We improve landlords’ services and residents’ lives through housing complaints by:

• helping anyone seeking advice or support
• sharing insights to improve housing services
• working with residents and landlords
• keeping your information secure
• listening to your feedback
• signposting you to other agencies if we cannot help

Our staff will:

• communicate clearly and treat you with respect
• give you advice about how we can help
• update you on your case progress
• review cases carefully and consider all evidence
• offer support and reasonable adjustments when needed

What we ask from residents

We ask residents to:

• use our online complaint form where possible
• tell us about any support or adjustments you need
• follow our guidance and advice
• provide information and evidence when requested
• treat our staff with respect

What we ask from landlords

We ask landlords to:

• commit to the obligations of membership of the Scheme
• confirm how many homes you manage so we calculate your membership fees correctly
• inform us if you change your organisation structure or name
• complete your annual self-assessment
• treat our staff with respect