Delivering great services
Everyone at Settle knows the importance of what we do, so we all work hard to do it well. Our priority is to deliver good services and invest in neighbourhoods in order to provide all residents with a safe and secure home. Few things in life are more fundamental than that.
Settle services
Delivering good services is at the heart of our commitment to being relentlessly resident focused. As a minimum, we provide all residents with a safe, good-quality home that meets all regulatory requirements. But we will strive to do more than that. We want to be an excellent landlord, delivering effortless transactions for all our residents.
And throughout all that we do, we will always put residents first, because they are the reason we exist.
Settle neighbourhoods
In 2024, we launched new ways of working in our neighbourhoods. We introduced new roles, with colleagues now working in teams including Neighbourhood Partners and Community Safety Partners. One clear principle underpins how we work – that we are there when our residents need us.
We are committed to investing in the neighbourhoods in which we work, doing all we can to ensure they are good places to live. Where we own a high number of the properties in a neighbourhood, we’ll do much of this directly. Where we own fewer homes, we’ll try to influence and support others to do this.
Relentlessly resident focused
This means getting the basics right for residents, day in and day out – consistently meeting our resident offer and service standards, delivering good services that are easy to access, communicating clearly in ways that work for each resident and putting things right quickly when they go wrong. We want the overall outcome to be that each resident feels high satisfaction with the services we provide.
To do this takes commitment from everyone. It will take on various forms in different parts of the organisation – from streamlining key processes to changing the way we work across teams – but at its core it’s about identifying barriers to delivering good services and making changes to overcome them and improve the way we work.
Our resident offer and service standards
Our resident offer gives an overview of the services we deliver, with details provided across specific service standards and supporting policies. Having a clear offer and service standards means that residents and colleagues alike can be confident about the services we provide.
The latest details are always available publicly on our website, and we can provide copies of these for residents in formats that work best for them.
Understanding and meeting the diverse needs of our residents
We want to make it as easy as possible for residents to understand and access information about how we work and the services we provide. We will do all we can to understand and meet residents’ needs and will do as much as we can to make changes to how we work or provide additional support. We’ll either do this directly or work with specialist partners, for example, where we provide written or spoken translations, or information in Braille and other formats.
Guiding all that we do will be a commitment to considering each resident’s individual circumstances, and doing as much as is practically possible to tailor services and the way we provide them to meet each resident’s needs.
Working in partnership
To be a great social housing provider, we can’t work in isolation. Every day, Settle colleagues engage with local partners in order to provide better services and support to our residents and communities. These partners include local authorities, the police and fire services, community groups and charities.