Customer Charter

The Sure Group is committed to continuous improvement in the quality of our service and the way that our customers can access our services.

We are an organisation whose primary aim is excellence in customer care.

In seeking to achieve excellence in Customer Care, we will:

Spend time face-to face with our customers, making sure that we understand their requirements, listening
to their views and that we are meeting their expectations.
Treat our customers and the community we serve with respect and dignity
Recognise the diversity in our community and ensure that all of our tenants/ residents benefit from our services
Continually train and develop the skills of our staff in terms of Customer Care, quality and diversity
Ensure that we value the contribution of our staff and ensure that this is linked back to a robust performance management system
Consult with our customers, learn from their views and keep them informed about our standards and achievements
Monitor our achievements against our standards and publish the results
Welcome comments and complaints and respond in an open, proactive and constructive way and learn from them
Adapt a culture of continuous learning from best practice