Service standards and performance

Service standards

Our service standards are about getting the essentials right. They describe what your experience with B3Living should be like.

In this section

Our customers

Making sure our customers receive excellent service.

We will empower customers by giving them choices when it comes to how they contact us, and when/how they use our services; making it easier to access information about their homes.

We will listen to customers and design our services to meet their needs, providing a great customer experience; putting the ‘voice of the customer’ at the heart of our decisions. 

We aim to respond quickly and efficiently to complaints, making sure that we put things right where we have made mistakes, and that as an organisation, we learn from customer feedback.

  • Be fair and respectful to our staff and contractors.
  • Use our services – you can contact us in person, via phone, email, LiveChat on our website and on our app.
  • Tell us if something goes wrong – please report to us any issues or problems specific to your home or your tenancy to us as soon as possible.
  • Tell us if something changes – especially your contact details or your personal circumstances.
  • Tell us about your experience – we can learn and improve our services from comments, compliments and complaints about our services.

Safe, good quality homes and estates

We will always prioritise investing in our homes.



Helping customers stay in their homes

We will help our customers sustain their tenancies to make sure they can stay in the home they are in.

Responsible business

Our values and culture provide the foundation for our commitment to corporate responsibility.

New homes

Our homes will be good quality, provide good value for money and will also be built to high safety specifications. 


How are we doing?

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