Our Customer Promise

Co-Ownership’s purpose is to support our customers into home ownership.

Working in partnership with you we will use our 44 years of knowledge to support your home ownership journey. Outlined below are our promises to you as to what you can expect from us.

1. Doing the right thing

This means we will:

  • Act with integrity and take responsibility
  • Listen to you, take time to understand your needs and respond to them
  • Agree actions with you and follow through on them
  • If we have to say no we’ll explain why and signpost you to next steps
2. Get it right first time

This means we will:

  • Aim to get it right first time
  • When things go wrong we will apologise and learn from it
  • Be clear about how you make a complaint
  • Follow our complaints process fairly
3. Communicate with you

This means we will:

  • Communicate, where possible, using your preferred communication channel
  • Use Plain English and avoid jargon
  • Listen to your feedback and use it to improve our service
  • Make sure that our team are well trained

Service with Respect

Co-Ownership is an accredited member of the Institute of Customer Service and we’re signed up to their Service with Respect campaign. We commit to treating you with respect at all times and in return we ask that you:

  • Be considerate and polite to our team
  • Be open and honest and give us accurate information on your circumstances
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