Our Service Standards:

  • If you telephone us we aim to:

    If you telephone us we aim to:

    • Answer the phone within 40 seconds
    • Answer 94% of all calls received
    • Deal with 78% of calls at first point of contact
  • If you write to us we will:

    If you write to us we will:

    • Acknowledge letters within three working days;
    • Reply fully within 10 working days.
  • When you visit our offices we will:

    Due to the current Government guidance around social distancing we are recommending that customers do not visit our offices but contact us by phone or web chat or via the customer portal

  • If you make a complaint we will:

    If you make a complaint we will:

    • Acknowledge your complaint within 3 working days;
    • Fully investigate your complaint and inform you of the outcome within 15 working days (we will inform you if we are unable to meet this timescale)
  • Day to day repairs standard

    Due to the current Government guidance during the Covid-19 crisis when you report a repair to us we will aim to:

    • Respond to all emergency repairs within 24 hours (full repairs priorities can be found here)
    • Respond to all routine repairs within 3 months;
    • Offer you and appointment for routine repairs that is suitable to you;
    • Leave your home clean and tidy after doing the repair;
    • Provide a 24-hour emergency repair service, 365 days a year;
  • ASB Standards

    Our ASB Standards can be found here: Anti-Social Behaviour