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Service Standards - our commitment to you

Listening & acting upon your feedback 


We want to improve the resident experience, so you know what to expect from Peabody.  


We want your feedback on proposed new service standards we're creating. Please complete this survey and share your feedback so we can understand if these standards will drive the right behaviours and lead to improvements in the resident experience. 


This is our first phase of service standards. They will be supported by service area specific standards, which are performance measurable in a future phase of the project.  


Please share your feedback on the service standards by completing our survey by 5pm, Monday 28 April 2025 to be in with a chance to win a £25 shopping voucher. 


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We’ll do our best to resolve your query the first time you contact us. 
If we can’t resolve it straight away, we’ll get back to you within 5 working days.
Some things may take longer to resolve, but we’ll keep you updated and agree on how we’ll stay in touch.
We’ll let you know in advance about any work we’re doing or changes we are making that might affect you or your neighbourhood. 
We’ll be clear about the ways you can reach us and how we’ll communicate with you.
We’ll be upfront about what we can and can’t do and explain why. 
If things don’t go to plan, we’ll let you know what’s happening and what we’re doing to put it right.  
We’ll treat you with fairness, respect, and professionalism. 
We’ll listen carefully to understand your needs and respond with your individual circumstances in mind.
We’ll keep you updated on how we’re doing, regularly review our performance, and make improvements where needed. 
We know we won’t always get it right—but we’ll always welcome your feedback and use it to do better.