New Charter's responses to the iN commitments


We know our customers value our efforts to get the basics right. But we also understand that to build and sustain communities, we must be more than just a landlord – collecting cash, releting homes and responding to repairs. That’s why ‘More than just housing’ showcases many of the initiatives we do to make living in New Charter neighbourhoods a better experience. Click on our brochure, available to your left.

To neighbourhoods

Our WIN (We Improve New Charter) programme reorganised the business into three streams (Revenues, Relets and Repairs) to enable us to concentrate on developing the fourth - Neighbourhood. It is as if the sector is rebranding to follow us. The commitment to neighbourhoods is therefore central to our business objectives. Our mission statement reflects our need to work in partnership with other agencies and other people to champion local needs.

To customers

Our commitment to customers has been in place from the start of New Charter. From the first day of employment all our staff are inducted with the emphasis on the customer. This comes from the top right through to the bottom of the business. Our approach in canvassing customer views, listening to them and responding to them is something of which we can be continually proud. Our sector-leading work in dealing with antisocial behaviour issues indicates we are already performing this agenda.

To excellence

Our commitment to excellence is at the heart of our continual improvement strategy. From 27th March 2000 we aimed to be the landlord, employer and partner of choice.

Being iN

Take a look around New Charter, or around this website. We are sure you will see the action, the evidence and the badging that made us an early adopter of the iN campaign. For example, our 2003 Annual Report solicited this praise:

"Fantastic....brilliant etc...and many thanks. The most iN yet"

Jim Coulter, Chief Executive, National Housing Federation, October 2003.