Our Promise to you

Keeping you informed is a priority

As Newport City Homes and Melin work on coming together to form a new organisation, keeping our existing residents, leaseholders and customers informed has been a top priority.

We have developed ‘Our promise to you’, in collaboration with you, our customers and residents. This promise helps explain what you can expect from us. It means you can hold us accountable and put your trust in the services provided by the newly merged organisation.

The services we provide are shaped by you, our customers and residents. So this summer, we hit the streets to talk to you about what should be included in our promise to you. All customers and residents then had the opportunity to give us feedback on the first draft of our promise, shaping the final version.

You can read the full promise here. It is made up of four main commitments:

Our homes will be safe, warm and affordable

Keeping you safe and secure at home, delivering a reliable repairs service at an affordable rent.

We will help local communities to thrive

Helping you stay safe and connected so that you can play a full and active part in your community

Your Voice will be at the heart of everything that we do

Listening to what you tell us to continually improve our service

We will support you to live in a home that meets your needs

Helping to make sure your home is right for you.

Your Joint Customer Panel is made up of representative customers, residents and leaseholders from Melin and Newport City Homes and they are also making sure that we are doing what we promise.