Putting customers first

Together with Tenants (TWT) was put together by the National Housing Federation in 2020 to help build stronger relationships between customers and housing associations.   

You, as our customers, are our number one priority so in November 2020 we adopted the Together with Tenants Charter.   

The charter includes a series of commitments to ensure organisations like us create positive relationships with the people living in our homes – that’s you.

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

What have we been doing:  

• Working with our people to continue to deliver excellent customer service.

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.  

What have we been doing:  

• Provided opportunities for customers to get involved with focus groups about key issues from the website to complaints.

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.  

What have we been doing:  

• Let you know what we’ve been doing on social media, our website, in Home News and through MyAcis.

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.  

What have we been doing:  

• Let you know what we’ve been doing on social media, in Home News and through MyAcis.   
• Launched our Customer Voice Panel which has set in motion a piece of scrutiny work about repairs that take too long. For more information see page five.  

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

What have we been doing:  

• Watch this space for some of the work we are doing.

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.  

What have we been doing:  

• Provided opportunities for customers to get involved with focus groups about key issues from repairs to complaints.