As Eastlight residents, you know your homes and communities better than anyone else. 

That’s why residents on our Customer Influence Committee and Active Residents Network have worked closely with us in recent months to refine several key policies and strategies. By doing so, your voices are at the forefront of any decision we make.

You can read all our strategies and policies on our website here. 

If you have any questions about policies, then please contact us.

  • Customer Service Strategy 2024 2027 Graphic

    Customer Service Strategy

    We’ve introduced a new strategy setting out what you should expect when you receive services from us. It makes clear where we need to improve, including by providing services based on your needs and by introducing a new and improved self-service offer for residents who would prefer to access information and services online.

    The strategy also takes the Regulator of Social Housing’s Consumer Standards and Tenant Satisfaction Measures into account, which have been designed to give you more power to hold us to account for the experience you receive from us.

Complaints & Resolutions Policy

This sets out how we respond when you’re unhappy with the service you’ve received. Typically, this means we will investigate your complaint and attempt to resolve it. If we cannot resolve to your satisfaction, you can refer your complaint to the Housing Ombudsman. The policy also explains where we may take a different approach – for example when you are experiencing anti-social behaviour.

Health & Safety Policy

Your safety is our priority. This policy explains how we will carry out our work so that we minimise the risk to yours and others’ health and safety. Please contact us if you’re ever in an accident or encounter a ‘near miss’ that you believe has been caused by an issue in your home or a communal area we manage.

Managing behaviours policy

Very occasionally, our teams are subject to aggressive or abusive behaviour, or unreasonable demands, when carrying out their work. This policy sets out how we will respond in those situations and the steps we will take to ensure we can maintain communication and services to all customers.

Leasehold Management Policy

Leaseholders can expect clear guidance on how we manage your leasehold home, including setting fair service charges, dealing with breaches of leases, and addressing concerns like anti-social behaviour.

Affordability Policy

We provide part-buy, part-rent Shared Ownership homes as an alternative to buying a home on the open market. This policy explains that these homes are allocated fairly on a first-come, first-served basis and sets out the assessments we carry out to see if the home is affordable for the potential buyer.

Aids & Adaptations Policy

This outlines how we work with local authorities and occupational therapists to help you live safely and independently in your home. From minor changes, like grab-rails and stair-lifts, to supporting your move to a more adapted home, we’re here to help.