We're excited to launch Service Styles - Settle's five core commitments that define how we deliver services, shaped directly by the voices of both residents and colleagues.

Why Service Styles?

We wanted to better understand what residents and colleagues expect from every interaction with Settle. Through surveys, workshops and conservations - including valuable insight shared on Settle Connect - we co-created a shared set of commitments that bring our values to life in the way we provide services.

What We Created Together

Based on this feedback, which you can see on this page below, we developed five Service Styles that set clear expectations for every interaction:

1️⃣ Own the experience - Taking responsibility so residents feel informed, supported and valued, while empowering colleagues to deliver great services.

2️⃣ Proactively resolving issues - Addressing challenges before they escalate and resolving problems quickly.

3️⃣ Great communication at our core - Making communication clear, open, and honest in every interaction.

4️⃣ Professionalism in every interaction - Building trust and confidence through expertise and respectful engagement.

5️⃣ Knowing residents - Using insight and data to tailor services to resident needs and expectations.

Bringing Service Styles to Life

We've already held 17 training sessions with over 200 colleagues taking part, each making pledges to deliver services that are responsive, respectful and reliable. You'll now start to see Service Styles shaping how we communicate, resolve issues and build trusted relationships with residents and communities.

👉 Keep an eye on this page for colleague pledges, updates and real examples of Service Styles in action - and continue to use the platform to tell us what's working well and where we can go further.

We received almost 400 comments from 87 residents and input from 245 colleagues across 15 workshops.

📢 Here’s what we heard:

When asked what services should look, sound and feel like, residents told us they expect:

• A warm, respectful, and personable service
• Clear, timely, and proactive communication
• Reliability and follow-through on actions.

💬 The role of Settle Connect:

Many residents shared their views online through Settle Connect, giving us honest feedback in real time. The platform helped us gather a broader range of perspectives, particularly form people who may not always attend in-person workshops. This meant we could balance both face-to-face discussions and digital feedback to build a fuller picture of what matters most.

🤝 The role of our colleagues:

To make sure our Service Styles remained rooted in what matters most to residents, we set up two focus groups and asked our Colleague and Resident Panel (CARP) - made up of colleagues who are Settle residents, and residents from other housing associations - to carry out a final round of scrutiny.