We do this by…

• Making sure that all customer information we hold is up to date and accurate.
• Being understanding, helpful and supporting customers quickly and efficiently. 
• Making sure customers get the information they need to answer a question, and explain the next steps (if relevant). 
• Ensuring that our staff always display their ID badges and provide customers with their names and job title. 

We do this by…

• Involving customers in shaping our services depending on their interests and how much time they have to commit.
• Providing customers with opportunities to talk about our performance and get involved in service reviews.
• Publishing our Annual Residents report, so customers know how we are performing. 

We do this by…

• Making it easy for customers to tell us when something has gone wrong, and when we have done a good job.
• Apologising when we have got it wrong and explaining how we will put things right.
• Providing a clear and accessible complaints procedure.
• Making sure customers know what the next steps are should they remain unhappy following a complaint response. 

We believe that all our customers should always feel and be safe in their homes.

We do this by…

• Ensuring all homes meet the Government’s ‘Decent Homes Standard’
• Complying with our legal responsibilities as a landlord, including gas, electrical, fire safety, water hygiene and asbestos management and lifting equipment
• Providing a range of ways for you to report a repair
• Attending all emergency repairs within 24 hours to ensure customer safety, and follow up when needed.
• Arranging a mutually agreeable appointment for routine repairs where access is needed to your home.
• Aiming to complete your repairs right the first time.
• Making plans to periodically refresh homes and common parts. 

The quality of neighbourhoods is as important as the quality of the housing and contributes to the overall quality of life. We can’t create a sense of community, but we can help put certain things in place to help make it happen.

We do this by…

• Providing regular cleaning services for inside and outside shared areas.
• Maintaining communal gardens so they are safe and secure.
• Making it easier to report neighbourhood issues.
• Responding to hate crime, domestic violence or serious physical assault within 24 hours and all other reports of neighbourhood issues within 5 working days.
• Working together with you and other partners including your local authority to make your neighbourhood a better place to live.

Neighbourhood issues 

• Report any concerns about safety, cleanliness, or neighbourhood issues. 
• Anything that causes disturbance, distress, harm, or fear, which has a significant effect on people's lifestyles and routines could be classed as a neighbourhood issue.
• It's important to make yourself familiar with your responsibilities. Find out more about your responsibilities here.

Maintaining your home 

• Look after your home, make yourself familiar with your responsibilities.
• Apply for permission for DIY projects (excludes leaseholders).
• Report any repairs that B3Living are responsible for fixing. 
• Allow access for health and safety checks, such as Gas servicing, Electrical tests, Asbestos surveys or servicing stairlifts, hoists or similar equipment. 
• Keep communal areas completely clear so they are safe and can be cleaned properly. 

We will help our customers sustain their tenancies to make sure they can stay in the home they are in or move to a more suitable one. 

We do this by…

• Making sure new homes are safe, secure, clean and in a good state of repair.
• Turning around empty properties within 45 days.
• Offering a range of ways to pay rent and services charges.
• Providing contact details of named Neighbourhood and Rent Advisors.
• Offering an affordable payment plan if you fall behind with your rent.
• Sending a rent and/or service charge statement every year.
• Providing you with an online mutual exchange service that is free to access and give you a final decision on any mutual exchange requests within 42 days of getting completed application forms.
• Supporting customers living in sheltered schemes to live independently by providing a personalised independent living service that regularly reviews care and support needs.

• Understand and meet your responsibilities as set out in the tenancy agreement.
• Pay your rent and service charges in advance in accordance with your tenancy.
• If you receive benefits to help you pay your rent, you are responsible for notifying the Local Authority or the Department for Work and Pensions of any changes in your circumstances to ensure that your claim stays up to date.
• If you are having difficulties paying your rent, please contact us as soon as possible and we will work with you to resolve the situation.

We will ensure our business is inclusive and respects diversity

We do this by…

• Communicating with you in a way that best suits your needs.
• Responding effectively and sensitively to your needs.
• Deliver our services in a way that does not discriminate against anyone based on sex, age, race, religion, disability, sexual orientation, gender reassignment, marriage and civil partnership or pregnancy and maternity.
• Treat everyone who uses our service fairly and equally.
• Arrange a home visit at a mutually convenient time if it is difficult for you to visit our office.

• Be fair and respectful to our staff and contractors.
• Avoid making persistent or unreasonable complaints.
• Tell us if you update your contact details or your communication needs to change (i.e. large print letters).
• Tell us if you feel any aspect of our service is not delivered.

Over the next 3 years, we will complete over 500 new homes…

• At least 70% of these new homes will be built in Broxbourne.
• We will offer a defect liability period of at least 12 months to all new home customers.
• We will provide you with the details of who is responsible for carrying out repairs in the defects period and keep you up to date on the progress of defect-related repairs.
• All new homes will have a SAP rating of 70 or higher.