Our resident offer – what you can expect from us
We have updated our Resident Offer to keep you informed on our services and what you can expect from us. You can find the updated Resident Offer through this page.
We first published this document as our “customer offer” in September 2022, and have recently reviewed all of the details it provides to make sure it is an up-to-date summary of our services. You can find further details and information about our services in the ‘About us’ section.
Overview of our services
Our Resident Offer gives an overview of the services we provide, from what to expect when you move in, to what you need to know when living in your Settle home, and how we can support you as a resident.
The Resident Offer also summarises:
- how to contact us and what you can expect when you do
- how to get involved with giving feedback and influencing decisions at Settle
- the complaints process.
Updated information
The information in the Resident Offer on repairs and maintenance has been updated. You can find more information in our revised repairs standard, which provides details on our different repair responsibilities and timescales for Settle homes and communal areas, and explains the repairs residents are responsible for.
You will find more information on how you as a resident can give your feedback on our services and get involved in influencing the decision-making at Settle, including through resident panels and our new digital platform, Settle Connect.
We have also updated the information on complaints handling in our Resident Offer, to ensure that this information is in line with the Housing Ombudsman’s April 2024 Complaint Handling Code.
Best format for you
We can provide the Resident Offer in the format which works best for you. For example, we can provide the Resident Offer by post, in Braille, and in languages other than English. Contact us at 0330 343 0016 so we can support you to access the Resident Offer in the ways that work best for you.
