FAIRNESS AND RESPECT - A TWO-WAY STREET WHERE WE LOVE LIVING TOGETHER WITH YOU
A BIG part of the customer experience we provide is ensuring we treat you with fairness and respect.
More than 87% of customers told us we got that right in 2025/26, and it’s important to know because it’s a reflection of how much we value you.
It’s great when you treat us in the same way too – respect is a two-way street where we love living together with you.
“We know we sometimes get things wrong or could do things differently, so it’s important that when we visit you to put things right, our colleagues feel as comfortable visiting your home as you feel having us there,” Liam Radford, Muir’s Assistant Director of Customers said.
“How you treat us helps colleagues deliver a better customer experience, whether it be on the phone, or on your doorstep.
“When repairs and maintenance operatives, or a member of the Neighbourhoods Team visits you, it’s easier for them to help if they know you understand they’re there to help – ensuring a safe environment so they can get on with the job.
“Your co-operation and support helps us concentrate on delivering a customer experience we can all be proud of – especially if it’s caused you some frustration along the way."
If there’s something we can do to make it easier for you to access our services, please let us know.
We’ll also talk to you if we feel the way we’re being treated isn’t respectful, so we can agree how to resolve any issues.
We scored more than 11% above average in how we handle your complaints as a housing association in 2025/26 – so you can know we take your situation seriously as we work hard to uphold our Customer Commitment .
86.3% of customers said we keep them informed about things that matter, and almost 70% are satisfied that we listen and act on what you tell us.
“Thanks for working together with us to help our colleagues resolve your issues,” Liam said.
“Treating us with the same fairness and respect we have for you enhances everyone’s customer experience.”
