Open and transparent

We want to be open and honest about everything we do. This page gives a brief insight ‘behind the scenes’ at Karbon.

All things being equal

Everyone is welcome at Karbon. We aim to treat all of our customers, staff and partners fairly, regardless of their background.

Our approach is not about treating people the same; it is about adapting our services to meet the specific needs of the individuals and communities we work with.

Visit our equality, diversity and inclusion page for more information on our approach.

Minimising our environmental impact

At Karbon we understand that even the smallest things matter when it comes to protecting our environment. We have a responsibility to help protect it for future generations.

Sustainability cuts through the core of everything we do.

From building new homes with air source heat pumps, to buying Fairtrade tea and coffee for our staff rooms and recycling our rubbish, everything we do, big and small, has one eye on the environment.

As well as reducing our environmental impact we also want our communities to be sustainable. We want to help create neighbourhoods that have a long-term future, where people can live enjoyable, fulfilling lives.

We are very proud of the accreditations our legacy organisations achieved prior to merging and becoming Karbon. Isos Housing and Cestira Community Housing were accredited with the Sustainable Homes Index For Tomorrow (SHIFT) Gold and Silver awards.

SHIFT is an independent benchmark of how environmentally sustainable a housing organisation is. Being a SHIFT member involves striving to continually reduce environmental impacts. It also demonstrates that an organisation is open about its environmental performance. SHIFT is formally recognised by the Homes and Communities Agency (HCA) and is endorsed by the National Housing Federation (NHF) and the Chartered Institute of Housing (CIH).

Complaints Charter

We have signed up to a Complaints Charter which has been published by the Chartered Institute of Housing and Housemark. The charter is based around five core commitments which will allow us to self-assess our complaints policy and procedure, and measure our performance against it.

The core commitments are:

  • Our positive and flexible approach to complaints is embedded throughout our organisation
  • Our complaints service is open and accessible to all
  • We deliver a quality complaints service
  • We work with our customers to shape and improve our complaints service
  • We monitor our performance and learn from feedback to continually improve our services.

To find out more about our complaints process, visit our contact us page.

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