Customer Charter and Home User Guide updates
We’ve recently reviewed and refreshed our Customer Charter and Home User Guide (HUG). These updates are all about making things clearer and easier to understand, so you know what to expect from us and how to look after your home.
16 March 2026
Customer Charter and Home User Guide updates
We’ve recently reviewed and refreshed our Customer Charter and Home User Guide (HUG). These updates are all about making things clearer and easier to understand, so you know what to expect from us and how to look after your home.
Our Customer Charter
Our Customer Charter explains the standards of service you can expect from us, as well as what we ask from customers in return. We’ve given it a fresh look to make sure it’s clear, helpful, and easy to read.
It covers:
- The service standards you can expect from us
- How we communicate and work with you
- How we aim to resolve issues fairly and respectfully
We’d encourage you to take a look so we can work together in the best possible way.
Home User Guide (HUG)
If you’re moving into a brand-new home, our Home User Guide is there to help you settle in during your first 12 months. This guide makes responsibilities clear right from the start.
It includes:
- What repairs we’ll take care of in the first year
- What repairs and DIY tasks are your responsibility
- What DIY work should be avoided during the first 12 months