Our commitment to you
We have launched our Customer Commitment plan, which, as it sounds, is what we are committing to do for you, our customers.
It sets out the levels of service you should expect from us and makes clear the behaviours you should experience, as well as confirming some of your key responsibilities as a customer.
We worked with customers to produce our Customer Commitment, as we wanted to make sure that it covered the areas that really matter to you.
Repairs – we will:
- Meet the timings and commitments shared in our repairs policy.
- Prioritise repairs for vulnerable customers on a case-by-case basis.
- Carry out inspections on a sample of completed repairs, to make sure they’re up to standard
Keeping you safe – we will:
- Carry out gas safety inspections every year and electrical tests every 5 years in your home.
- Carry out a fire risk assessment every year and asbestos re-inspections if you live in a communal block.
- Visit you within 5–7 days of you reporting damp, mould or condensation in your home, to complete an inspection.
