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Our Promise
Our Promise is our residents’ charter.

We use Our Promise to measure our performance, drive service improvements and it makes us accountable to residents in an open and honest way. We believe that home matters and a home should be more than just four walls and a roof. Our Promise sets out our commitment to deliver excellent services.
Value for money
Making sure service charges are fair and provide value for money

We will work with our residents to ensure their views are heard with the service we provide. Resident feedback will be considered in the planning of any future services provided and will be essential while going out for tender with our external partners
Excellent services
Provide excellent service and let you know how we are performing on essential maintenance, repairs and safety

We are always looking at how we can offer the most efficient housing service to our residents, ensuring we have ease of access to contact us
Safe homes in good condition
Make sure your home is safe, secure, and well-maintained

The safety of our residents and their homes is our main priority, and we take our regulatory obligations, compliance, and management of associated risks seriously

We promise to provide our residents with a good quality, safe and well-maintained homes. Our maintenance team continue to work through our Safety-First approach to carry out emergency and essential repairs to our residents’ homes
Open and honest
Spend money wisely and tell you how we spend it so that you can hold us to account

Our relationship with our residents will be based on trust, hope and Kindness: with a culture based on being honest and transparent
Manage our business well
Make sure we are well run and financially sustainable so we can continue to tackle poverty

We review all aspects of the business during our Business Planning to ensure services are providing value for money and considers affordability in its rent setting and Service Charges
Listen and act
Make sure your voice is heard, listen to your feedback, and deal with complaints quickly and fairly

We understand the value of strong customer engagement, we use a varied approach to gain our resident’s feedback; allowing us to obtain a diverse response. Listening to our resident views allows us to continue to learn and improve our service we provide
Build pride in our communities
Support you to live well in your home, so that you can live the life you choose in a safe and connected community

We want everyone in North Wales to have access to excellent quality housing, and we want to work with partners to address the causes and impacts of poverty
Affordable homes
Make sure your home is affordable and support you with income and welfare advice

We believe everyone should be able to afford to live in a safe, secure and well-maintained home

We recently created a new affordable rent policy which takes into consideration our residents’ views, circumstances, and income: creating a benchmark for all rents
Our promise picture

Our Promise Report for 2022/23

Read the report here