Together With Tenants

We treat all customers with respect across all interactions, with relationships based on openness, honesty, and transparency.

We send customers clear, accessible, and timely information on the issues that matter, including:

• important information about homes and the local community
• how the organisation is working to address problems
• how the organisation is run
• information about performance on key issues

We seek and value the views of our customers and use this information to inform our decisions. We are committed to ensuring every customer feels listened to about the issues that matter to them most and can speak without fear.

We work in partnership with our customers to scrutinise our services and shape the delivery of affordable and quality homes.

We are committed to ensuring our homes are good quality, well maintained, safe and well managed.

We provide customers with simple and accessible routes to provide feedback, raise issues, make complaints, and seek redress. We are committed to ensuring our customers receive timely advice and support when things go wrong.

We are fully committed to Equality, Diversity, and Inclusion.

We will continue to promote a positive culture of valuing and celebrating diversity and accepting and including people regardless of their personal characteristics or circumstances.

Whatever your background, you can expect to be treated fairly, with respect and free from discrimination.

We build meaningful relationships and trust with our customers who are all treated with respect across every interaction they have with Pine Court Housing.

Effective communication is a high priority and customers have several communication channels available to engage with us, including:

• website
• social media
• email
• SMS text message
• telephone
• online customer portal, My Account

Our website is updated regularly with relevant information for customers. For example, event schedules are shared with customers via a bespoke website page.

We create a customer newsletter Insight, to communicate key messages. In addition to performance updates, an annual report about the organisation’s performance is published.

We provide our customers with plenty of opportunities to get involved and help to shape, influence, and improve the services we deliver.

We understand that customers may wish to be involved in different ways, that’s why we offer a variety of opportunities for customers to get involved in shaping and influencing our services.

Members of our Customer Engagement Panel are involved in the creation of a number of documents produced by Pine Court Housing, for example the customer newsletter, Insight, and Annual Reports. Customer feedback is utilised to make improvements to these documents. Policies and letters are also reviewed by customers.

Customer satisfaction surveys are sent out following services, with a STAR (Survey of Tenants and Residents) conducted to obtain in depth feedback annually.

Customers regularly scrutinise our Complaints Process and help Pine Court Housing make improvements.

In line with the Government’s Decent Homes Standard, we are proud of our good quality homes that are maintained to a high standard, safe and well managed.

Our surveys help us monitor the quality of our homes and services, property inspections also take place in between tenancies.

Sometimes things don’t go to plan, and our services may fall below expectations. Our customer’s feedback is invaluable and helps us to focus our efforts on things that matter most.

Our Complaints Process is clearly outlined to new customers and is available on our website. The website clearly outlines complaints, feedback, and appeals. Information on the Housing Ombudsman Service is also detailed.

We are fully committed to Equality, Diversity, and Inclusion. We will continue to promote a positive culture of valuing and celebrating diversity and accepting and including people regardless of their personal characteristics or circumstances. Whatever your background, you can expect to be treated fairly, with respect and free from discrimination