Customer Service Commitments

Giving customers a great service is at the heart of everything we do.

Customer Promises

Our Customer Promises set out what you can expect from us. They reflect what customers have told us matters most and support our commitment to listen, learn and deliver what matters to our customers.

They are designed to make the experience you should receive from Wheatley clear and easy to understand.

We listen. We learn. We deliver.

Safe and secure
 

Our promise

We’ll keep your home and neighbourhood safe, taking action when something goes wrong.

What you can expect

  • we’ll act when you tell us about a safety concern in your home,
  • where we can, we’ll take action to stop problems happening again,
  • we’ll take ownership of issues and keep things moving until there is a clear outcome,
  • we’ll explain what is happening and keep you informed,
  • we’ll work with customers and partners when issues affect the safety of neighbourhoods.

Respected and supported
 

Our promise

We’ll treat you with respect and support you in a way that works for you.

What you can expect

  • we’ll treat you fairly and with respect,
  • we’ll take time to understand your circumstances and individual needs,
  • we’ll make our information as clear and accessible as possible,
  • we’ll help you access the right service or support and avoid passing you around unnecessarily,
  • where you need additional support, we’ll work with you to understand what will help.

Informed and in control
 

Our promise

We’ll keep you informed so you know what is happening and what comes next.

What you can expect

  • we’ll explain what happens next and when you can expect to hear from us,
  • where we can, we’ll resolve things straight away,
  • if we can’t resolve something straight away, we’ll explain what is happening and what we’ll do next,
  • we’ll make it clear who is progressing your enquiry or issue where this is relevant,
  • we’ll keep you updated when other teams or partners are involved,
  • we’ll provide clear information about services and decisions that affect you.

Problems put right
 

Our promise

When something goes wrong, we’ll take it seriously and put it right.

What you can expect

  • we’ll listen and take your concern seriously,
  • we’ll explain what we’re doing to look into the issue,
  • we’ll keep you informed while we work towards an outcome,
  • we’ll explain the outcome and what happens next,
  • where we’ve made a mistake or a service has fallen short, we’ll focus on putting things right,
  • we’ll use complaints and feedback to help us learn and improve.

Your voice matters
 

Our promise

We’ll listen to your views and show how they make a difference.

What you can expect

  • we’ll give you different ways to share your views and feedback,
  • we’ll listen to what customers tell us and use it to understand what needs to change,
  • we’ll use customer insight to help shape our services and decisions,
  • we’ll be open about what we’ve learned,
  • we’ll show how customer feedback has influenced changes and improvements.

How we're doing
 

We want customers to be able to see how well we are delivering our Customer Promises.

Each year, we’ll bring together relevant performance information, what customers are telling us and examples of what we have learned or improved.

Our first annual Customer Promises update will be published here when it is available.

Our customer promises and our strategy
 

Our Customer Promises and our strategy

The Customer Promises support our 2026-2031 strategy, Making homes and lives better.

The strategy sets out Wheatley’s commitment to listen to customers, provide personalised services, communicate proactively and use customer insight to improve services. Its vision includes the commitment to listen, learn and deliver what matters most to customers.

How do I get in touch about Wheatley Homes East's customer promises
 

You can:

  • talk to your housing officer,
  • report it through My Wheatley Homes East. Don't have an account yet? Sign up for one today. It's safe and secure, and it only takes a few minutes,
  • call our Customer First Centre on 0800 561 0088 to speak with our experienced housing staff. We are here for you 24/7.