Our Relationship

Thrive Deal

We’re proud to offer quality customer service and our relationship with you is important to us. This document sets out the service you can expect from us, what we need from you in return and how you can help shape our services.

Our offer to you:

  • Quality customer service, we’ll keep you informed, and our professional, polite staff will aim to deal with any enquiries as soon as you contact us.
  • We’ll be consistent, fair and respectful, we’ll treat you as an individual, provide a fair and equal service, and take care of your personal information in line with our privacy policy.
  • Accessible services, we’ll provide a range of ways to manage your account – with a focus on digital options - to make dealing with us and managing your tenancy easy, convenient and kinder to the environment.

What we ask of you: 

  • Be fair and respectful to our colleagues and contractors when interacting with us, making sure your home is safe, clean, and smoke-free when we visit.
  • Use our digital services whenever you can, helping us to respond quickly and work efficiently for you.

Scroll down to read more information about how to contact us, how we'll contact you, what we consider unreasonable behaviour, keeping us informed, shaping our services, how we'll ask for feedback, how to make a complaint and how we use your information:

  • How to contact us

    The best way to contact us for day-to-day issues like paying your rent or requesting a repair is through our digital services. These include:

    If you aren’t online, you can also reach us by phone on 0800 917 6077, or write to us at Thrive Homes, Westside, London Road, Hemel Hempstead HP3 9TD.

  • How we will contact you

    If you have an email address on file, we will use this to contact you about your account on a day-to-day basis. Otherwise, we will contact you by telephone or post.

    You can let us know your preference and update your contact details on the myThrive hub at: portal.thrivehomes.org.uk.

  • What we consider unreasonable behaviour

    Our Equality, Diversity and Inclusion Statement of Intent sets out our expectations of how we want colleagues to treat each other and our customers. The root of this statement is that we will not make assumptions, judgments or decisions based on the way others look, sound or based on someone's beliefs or the way they chose to live their lives. However, that doesn’t mean we will tolerate behaviour, acts or language that is hateful, demonstrates a lack of tolerance or seeks to damage another person or group of people either physically or psychologically.

    At times of pressure or tension, emotions can influence behaviour. If we think that you are behaving in an unreasonable way, we will:

    • make you aware of the impact that your behaviour is having
    • terminate the call or leave your property
    • record this on your file
    • speak to you at a later date once the situation has calmed.

    Where we feel your behaviour could put a member of our team at risk, we will assess how we can interact with you going forward. This might mean that colleagues will only visit you in pairs or with the assistance of other organisations such as the police or social services. We will review this information at regular intervals and make changes if our relationship improves.

    In some cases, we might restrict access and contact with us altogether or even take legal action for breaking the terms of your tenancy or lease.

    Some examples of what we consider unreasonable behaviour are:

    • continuing to complain about the same issue again and again (more than three times) even when we consider that we have done all that we can to resolve the issue and the complaints process has been followed
    • raising the same complaint without grounds, just to cause annoyance and disruption
    • threats
    • physical and verbal abuse
    • insulting remarks and rudeness.
  • Keeping us informed

    Your tenancy agreement states that you must tell us about any changes to your contact details or circumstances, or to those of anyone living in your home.

    You can update your information at any time on the myThrive hub portal.thrivehomes.org.uk/my-household and we will check our records are correct at your Home Plan visit.

  • How you can get involved and shape our services

    It’s important your views are listened to, heard and responded to as this helps us to provide a fair deal for customers.

    The main way for you to have a real say is by becoming a Thrive Customer Voice member.

    As a member you can get involved in a range of activities, including digital only options so that you can have a say at a time, place and pace that works for you. You can get involved in:

    • polls and surveys (online and by post)
    • online focus groups
    • in-person events.

    All input received will be shared with our senior leadership team and Board so we can turn your ideas into action.

    You will also receive exclusive newsletters, so you are kept informed of what activities are coming up and the changes that are taking place as a result of your input.

    Find out more at: thrivehomes.org.uk/getinvolved

  • How we'll ask for your feedback

    We want our customers to be happy with the services we provide, so customer feedback is important to us.

    We’ll ask you to complete surveys about the service you receive. We track our performance against a range of Customer Measures, which are continuously monitored.

    We also publish an Annual Report for Tenants, which shares how we are performing each year. This is available on our website at: thrivehomes.org.uk/annualreport

    We are regulated by the Regulator for Social Housing and we get external validation for our performance against the Consumer Standards. In addition to this, we are a member of the Housing Ombudsman scheme, and our complaints process is regulated against these standards.

  • How to make a complaint if things go wrong

    We want our services to be good but recognise that sometimes things go wrong, and customers will want to let us know.

    When we deal with complaints, we want to be fair, put things right if we have done wrong, and learn from mistakes. We take customer feedback seriously and use it to shape our services. We follow the Housing Ombudsman Complaint Handling Code.

    If you are not happy with the service that we have provided, you can make a complaint which we will investigate and aim to resolve quickly. Our Complaints Process - which meets the Housing Ombudsman’s Complaints Handling Code - explains how to do this, what information we need from you, and what you can do if you’re not satisfied with our response.

  • How we use your information

    We will treat your personal information fairly and with respect. We will use it to review complaints and feedback to ensure there is equality in the way we treat customers and may consider adapting our methods of communication or vary service delivery if appropriate. You can read more in our Equality, Diversity and Inclusion Statement of Intent.

    We may share your information with other statutory agencies such as the Local Authority or the police if we have a legal duty to do so or if information-sharing protocols are in place.

    Your information will be held in accordance with our Privacy Policy.

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