Our service standards

Putting our customers first is one of our core values. At a time when money is tight, it’s more important than ever we deliver the services that matter most to you as effectively and efficiently as possible.

We’ve been listening to all of you across Metropolitan about your priorities for our key services. You told us you want to receive a good level of customer service, have repairs done quickly and effectively, and live in clean and safe neighbourhoods. The standards set out here are the result of those discussions.

But different neighbourhoods have different needs, so we’ve asked about your local concerns too – the way your neighbourhood is managed, or how you can get involved, for example – and agreed local standards which are also included here.

We’re also committing to keeping you better informed about how we’re doing. So we’ll be reporting more regularly about our performance. Our Annual Report to Residents (published each year) will include a comprehensive run-down against all these standards.

As with any new approach, we’ll need your feedback about how the standards are working, and how we can improve them in the future. So if you do have any views, feel free to let us know.

Our service standards are broken down in to the following key areas:

• Resident Involvement & Empowerment
• My Home
• Neighborhood & Community
• My tenancy
• Value for money