Platform Pledges
At Platform, we're always striving to improve your experience with us. That's why we've launched Platform Pledges – a clear and simple set of service standards that show exactly what you can expect from us, every day.
What Are Platform Pledges?
Platform Pledges are our promises to you. They outline the service standards we’re committed to delivering across your experience with Platform. Replacing our old Customer Commitments, the new Pledges are:
- Designed with customer feedback at the heart
- Shorter and easier to understand
- Measurable and transparent
- Aligned with updated legal and regulatory expectations
This means it’s now easier for you to hold us to account – and for us to show you how we're doing.
Shaped by Customers, Built Together
Developing the Platform Pledges has been a truly collaborative effort. Over the past year, we’ve worked closely with customers and to get them right. This included:
- Benchmarking with other housing associations and well-known brands
- Running a nine-week customer survey
- Hosting focus groups and workshops with our Customer Voice and Scrutiny Panels
- Making changes based directly on your feedback
- Gaining approval from our Executive Team and Board
How we'll keep you updated
The Pledges aren’t just words on a page. We’ll track our performance every month and share updates here on our website – so you’ll always know how we’re doing.
Tailored Customer Pledges
All tenancy agreements are not the same. That’s why we’ve created two versions of our Platform Pledge to ensure every customer receives the information that’s most relevant to them. Simply click on the links at the bottom of this page to view them.
Together, we’re making Platform’s service stronger, clearer, and more accountable.
Our Pledges to You
Customer Annual Report 2024-25
In this report, we take a look at our successes; show the impact they've had on customers like you and introduce you to colleagues who talk about why delivering a great service is so important to them.
Have your Say – Tenant Satisfaction Measures
Feedback from our customers is hugely important to us and to the housing sector as a whole. That’s why the Regulator for Social Housing has introduced Tenant Satisfaction Measures.
