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Customer Charter

The Customer Charter sets out the standards of service you can expect from us.

Our Charter outlines our commitment to improving customer engagement

With our new Strategic Plan 2024 – 2029, we have updated the Customer Charter to reflect our drive to Refresh, Refocus and Renew. This charter sets out clear expectations for our customers for the next 5 years and sets out what we will expect from them. Our purpose is to be: –

  • Trustworthy
  • Collaborative
  • Accountable
  • People Focused
  • Caring in all we do

Our new charter will help us to achieve those purposes. This charter has been informed and approved by residents on our customer voice panel.

We will ask for and value your views to help guide the decisions we make. We will make sure that you feel listened to on the issues that matter to you and that you can speak to us freely.

How we will deliver our promise

  • By having a strong customer engagement framework that is accessible to all our customers.
  • By listening to you carefully and involving you in key decisions.
  • By listening to and learning from your feedback if things go wrong.
  • By embracing the experiences and knowledge of our customers and use this to continually improve our services.
  • By being transparent and honest with you about the challenges we face as an organisation and what we do to overcome them.
  • By understanding what’s important to you through data, surveys, feedback including complaints, comments & compliments and trends.

How we’ll measure it

  • Through our Customer Engagement Framework (monitored by our Customer Voice Group and Board).
  • By publishing an annual customer voice report.
  • By how satisfied you are with the opportunity for your views to be considered (monitored by our Customer Voice Group and Board).
  • By how satisfied you are that we take your views into account (monitored by our Customer Voice Group and Board).
  • Through Regulator of Social Housing and consumer standards audits and self-assessments.
  • Through key performance indicators (KPIs) and performance monitoring of our services (monitored by our Senior Management Team and Customer Voice Group).
  • By the number of service delivery changes made following customer feedback and the publication of “You Said, We Did” posters (monitored by our Senior Management Team and our Customer Voice Group).

We will treat all of our customers fairly and with respect. Our relationship with you will be based on trust, honesty, and transparency. We will also ensure that our policies treat everyone equally, are inclusive to all and respect the diversity of our communities.

How we will deliver our promise

  • By having a culture of fairness, respect, openness, honesty, and transparency.
  • By storing and using your information ethically and securely to make sure we offer you services that are the best value for money.
  • By holding our colleagues to account for delivering these promises to you. 
  • By recruiting and training colleagues with these promises in mind.  

How we’ll measure it

  • By publishing and updating our privacy statement.
  • By how satisfied you are that you are treated with fairness and respect (monitored by our Customer Voice Group and Board).
  • By how satisfied you are with the knowledge of our staff (monitored by our Customer Voice Group and Board).
  • By how satisfied you are that you are treated equally which is measured through our Tenant Satisfaction Measures.

We will give you clear and accessible information, on time, on the issues that matter to you. This includes important information about your home and your local community, how we are working to sort out problems, and how we are run and performing.

How we will deliver our promise

  • By letting you know when we make changes to our services and how the customer voice helped to make those changes.
  • By communicating clearly and transparently and without using jargon.
  • By communicating with you in your preferred way.
  • By telling you how we spend your rent and service charges and get the best value for money in delivering our services.
  • By sharing our performance with you and those who hold us to account on these standards.

How we’ll measure it

  • By publishing our Value for Money report and Annual Financial Statements.
  • By how satisfied you are with our communication (monitored by our Customer Voice Group and Management Team).
  • Satisfaction with the opportunity for your views to be considered (monitored by our Customer Voice Group and Board).
  • Satisfaction that your views are being considered by us (monitored by our Customer Voice Group and Board).
  • Number of service delivery changes made following customer feedback and “You Said, We Did” posters published (monitored by our Senior Management Team and our Customer Voice Group).
  • By publishing our Tenant Satisfaction Measures (TSM) results.

We will put the quality and safety of your home at the heart of how we build, improve, maintain, and manage your home and neighbourhood.

How we will deliver our promise

  • By having an open and simple process in place for you to easily report concerns about building safety.
  • By making safety a key factor that we look for in the companies we work with without affecting quality or value for money.  
  • By meeting regulations about how often we service and check the gas and electricity in your home and how we manage the risk of asbestos and legionella bacteria growing in the water.
  • By being leaders in the sector for fire safety and putting the Building Safety Act into practice.
  • By involving you so you understand your responsibilities to keep your home safe for your household and neighbours.

How we’ll measure it

  • By publishing our procurement framework, demonstrating where we have asked contractors how they have taken safety into account and how they are adhering to this.
  • By publishing home-safety guidance.
  • By the number of Wellbeing Checks we carry out (monitored by our Senior Management Team and our Customer Voice Group).
  • By how satisfied you are with safety within your home (monitored by our Senior Management Team and our Customer Voice Group).
  • Through KPIs showing performance within safety (monitored by the Homes & Communities Committee and Customer Voice Group).

We will provide housing services to you that are efficient, consistent and easy to access, however you choose to contact us.

How we will deliver our promise

  • By taking ownership and responsibility for your enquiries.
  • By supporting you to access your My Trident online account.
  • By making it simple to access and use your My Trident online account so you can manage your tenancy and report repairs easily and at a time that suits you.
  • By aiming to deal with your enquiries at first contact, taking the right course of action in the right way – you should only need to tell your story once.
  • By, if we are unable to deal with your enquiry at first contact, setting out clear time frames on when we will get back to you and keeping you regularly informed of our progress.
  • By having strong agreements in place with our partners so we can work together to provide you with a good-quality service.
  • By getting the best value for money for your rent and the best possible social value outcomes of our investments to benefit our communities.

How we’ll measure it

  • By publishing guidance on how to use our customer portal.
  • By publishing a directory of partners and services and updating it every three months.
  • By working with the Customer Experience team to show upturns in trends with customer satisfaction (monitored by our Senior Management Team and our Customer Voice Group).
  • By the percentage of enquiries dealt with within 24 hours which were not dealt with at first contact (not including bank holidays and weekends). (Monitored by our Senior Management Team and our Customer Voice Group).
  • By publishing our Value for Money report.
  • By publishing our Social Value report.
  • By reviewing, using and publicising compliments in the same way that we do complaints.

We will make sure you have a simple and accessible way of raising issues, making complaints, and putting things right. We will give you advice and support if things go wrong.

How we will deliver our promise

  • By having an effective complaints policy and procedure in place in case things go wrong.
  • By apologising and putting things right if things go wrong.
  • By having a compensation policy in place.
  • By using the information that you share in our complaints and feedback processes to improve how we provide services to you.

How we’ll measure it

  • By publishing our complaints policy and procedure.
  • By publishing our compensation policy and procedure.
  • By the percentage of complaints upheld (monitored by our Customer Voice Group and Board).
  • By how satisfied you are with how we handle complaints (monitored by our Customer Voice Group and Board).
  • By the percentage of complaints dealt with on time (monitored by our Customer Voice Group and Board).

We will work in partnership with you so you can independently monitor us and hold us to account for the decisions that affect the quality of your home and services.

How we will deliver our promise

  • By working in partnership with our Customer Voice Group who hold us to account on the consumer standards.
  • By supporting regular customer-led scrutiny projects commissioned by our Customer Voice Group and produced by our scrutiny project Group, ensuring the actions are measurable, tangible and delivered. 
  • By reporting changes that we have made based on customers’ views to our Customer Voice Group so they can hold us to account on them.
  • By effectively training and supporting our involved customers.
  • By publishing an annual customer voice report every January, written by our Customer Voice Group, showing how customers’ views shaped how we deliver your services. 
  • By using this charter to show you how we perform against it and who holds us to account and how.  

How we’ll measure it

  • By publishing our scrutiny work.
  • By the number of pieces of scrutiny work carried out (monitored by our Senior Management Team and our Customer Committee).
  • By forming action plans from this work to make changes to the services we offer (Monitored by our Senior Management Team and Customer Voice Group)
  • By publishing “You Said, We Did” posters when changes are made, based on your feedback.

We will work hard to deliver all of what we have set out above, but we need your help to make this work. To help us help you we ask:

  • That you are considerate and respectful to our staff, your neighbours and people in your communities.
  • That you regularly update your contact information with us so we can deliver the best service to you.
  • That when you can, you access our services using My Trident so we can provide the best-value and most convenient service for your money.
  • That when you spot a building safety concern, you report it to us quickly so we can resolve it and continue to keep your home safe.
  • That you tell us if you’re struggling with your rent or any other issues so we can support you.
  • That you let us know if things go wrong, so we can work with you to put them right.
  • That you keep to the terms and conditions of your tenancy agreement.
  • That you respond to surveys or our requests for feedback, we cannot improve the services you receive in the ways you want, without you telling us they are not delivering what you want from them!

“It’s a great opportunity to get involved as an active resident, influencing positive relationships between residents, customers and Trident Group.”

Jayne Wilkinson, Trident Group Resident

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