Co-Ownership's purpose is to support our customers into home ownership, and we know that buying a home is one of the biggest decisions you'll ever make. It can feel exciting and overwhelming in equal measure.
That's why we've built our service around three simple promises.
- Do the right thing: We'll act with integrity and take responsibility for our actions. We'll listen to you, take time to understand your needs, and follow through on what we've agreed. If we have to say no, we'll always explain why and point you in the right direction.
- Get it right first time: We'll aim to get things right first time, every time. When we fall short, we'll apologise, learn from it, and be clear about how you can make a complaint. We'll always follow our complaints process fairly.
- Communicate with you: We'll communicate using your preferred channel where possible, use plain English, and avoid jargon. We'll listen to your feedback and use it to improve our service, and we'll make sure our team are well trained to give you the support you need.
What you can expect from us
Here's everything you can expect from us, from your first enquiry through to the day you get your keys and beyond.
What we ask in return
This is a partnership, and like any partnership, it works best when we work together. To support that, we ask that:
- You are honest with us about your circumstances, both when you apply and throughout your time as a customer. We need accurate information to assess your application properly and to support you effectively if things change.
- You keep up with your rent payments and let us know if you're struggling before you fall behind. The earlier we know about problems, the more we can do to help.
- You follow the terms of your agreement, including maintaining your home, keeping buildings insurance in place, and getting approval before making structural changes.
- You stay in touch by making sure we have your correct contact details, reading the information we send you, and responding when we need something from you.
Our commitment to continuous improvement
We're proud of what we've achieved since 1978, but we know we're not perfect. There will be times when we don't get things quite right, when processes take longer than they should, or when we could communicate more clearly.
In these instances we'll listen, learn, and keep working to do better. We view every interaction with a customer as an opportunity to improve. Every piece of feedback helps us understand what's working and what needs reconsidered.
We're committed to being an organisation that evolves, that responds to changing needs, and that never stops asking how we can serve our customers better.
How are we doing?
If you'd like to share feedback of your experience, find out more about our promise to you, or have suggestions about how we could do better, please get in touch.
