Why choose Isos

When you chose to rent or buy an Isos house, you’re getting more than just a home – you’re getting a promise from us that we will be the very best we can be.

We care about your community

We put a lot of effort not just into looking after our homes, but also into our communities – we want the places where our houses are to be safe, enjoyable places to live. For more information on our community work – including how you can be involved visit Your Community.

We’ll support you when you need it

We have a number of specialist teams on hand to offer advice whatever your circumstances. If money and bills are a worry, then our Benefits and Money team are only a phone call away. Older residents needing a helping hand can contact our Supported Housing Older Persons team. If anti-social behaviour is an issue our dedicated Safer Neighbourhoods team are on hand to help.

We’re approachable

We want to hear your thoughts about us – good or bad. We’ll only get better at what we do if you let us know what we’re doing right and what we’re doing wrong. Give us a call on 0300 300 1505, send us an email, or chat to us on Facebook or Twitter.

We have our own trained trade staff

Isos employs its own team of tradespeople, so you know that when you report a repair in your home it will be fixed by our trained, professional staff, who you can trust to get the job done. 

We’ll tell you how we’re doing

Every year we produce an Annual Report to Tenants that tells you exactly what we’ve been up to. Click in the document library on the right to view our reports.

Our Customer Promises tell you more about the goals we set for ourselves and whether we achieved them.

Customer Promises

We also have a set of promises to our customers about the standards of service we aim to meet. Every month we report back on if we’ve met the goals we set for ourselves, so you can see what we’re doing well and what we still need to work on. 

Service Standards

We will provide you with a quality home that meets your needs: Standard Jan 2017  Feb 2017
Respond to your request to change, take over or assign tenancy 10 working days 100% 100%
Process your application to exchange your tenancy 42 working days 100% 100%
Completion of emergency repairs 24 hours 98.4% 98.6%
Completion of routine repairs 20 working days 90.9% 92.6%
Contact with you if you are concerned about a neighbour or problems on your estate 2 working days 100% 100%
 Nobody will try harder for our customers than we do: Standard Jan 2017 Feb 2017
 Respond to your request for aids and adaptations 10 working days  100%   100%
 Respond to your request for an alarm 10 working days   100%   100%
 We will be there for you when you need us:  Standard Jan 2017  Feb 2017
Answer calls to our 0300 number within 20 seconds  80%  86.2%  87.6%

Provide a full response to written correspondence
(letter, fax, email, social media)

 10 working days


Contact you if you make a complaint about serious anti-social behaviour  24 hours 100%  100%
 We will listen to you and take action:  Standard Jan 2017  Feb 2017
 Acknowledge your complaint  2 working days  100%  100%
 Provide a full response to your complaint  10 working days  100%  100%



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