Our Customer Charter

We have 6 customer commitments built on 2 key principles:

  1. Working with you
  2. Working with us


1. Involving and empowering you

We empower you to get involved in shaping the future of our organisation and the decisions about your home.


2. Fixing your home

We will make right any fixes which are our responsibility. Our service is flexible; from reporting the problem, to fixing it at a time suitable for you.


3. Ensuring the safety and quality of your home

To minimise the need for fixes, our property records will ensure proactive routine maintenance, safety checks and servicing of your home.


4. Making your neighbourhood a great place to live

We promote safe, clean and community focused neighbourhoods.


5. Finding you the right home

When the time is right for you, we will help you downsize and provide moving support. Your home will be clean and safe when you move in.


6. Setting and collecting your rent and service charges

Our rent and service charges are transparent, and we aim to keep them low while providing a quality service. Several payment options make paying easy for you.


Read our full Customer Charter here.

About Shepherds Bush Housing Group

About Shepherds Bush Housing Association

Part of The Guinness Partnership, we have more than 5000 homes, throughout nine boroughs in west London

Find out more About Us