Our aim is to deliver an excellent customer care service to all customers, whilst delivering the Decent Homes programme.

This involves providing:

• Useful and relevant information from the beginning of the process, which includes a Decent Homes DVD, leaflet and customer information pack

• Opportunities for involvement and consultation such as open days, resident meetings, coffee mornings and action groups

• Access to Sandwell Homes and partner staff during the working day, and an out of hour service at other times

• A quality customer liaison service that supports customers with empathy and flexibility with additional support for those who need it

• Satisfaction monitoring upon completion of improvement works to enable us to adapt the service and drive through service improvements where required to better meet the needs of customers