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:

    When you visit our offices we will:

    • Give you a chance to talk to us in a private room;
    • Give you the choice of talking to a male of female member of staff;
    • Offer a translator service, if appropriate;
    • See you within a maximum of 20 minutes if you do not have an appointment.
  • 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

    When you report a repair to us we will aim to:

    • Respond to all emergency repairs within 4 hours (full repairs priorities can be found here)
    • Respond to all routine repairs within 21 calendar days;
    • 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