We've recently carried out a self-assessment and the purpose is to use the learnings to improve our services. Our self-assessment sets out the areas where we need to comply with the Housing Ombudsman code and the actions we’re taking to improve how we can learn and improve from resident feedback.

Please find the link to the self assessment here

Our Service standards:

  • If you telephone us we aim to:

    If you telephone us we aim to:

    • 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 3 working days;
    • Reply fully within 10 working days.
  • When you visit our offices we will:
    • Provide offices that are accessible for all;
    • On request provide an interpretation service of those whose first language isn’t English;
    • Provide a clean, tidy and comfortable reception area for you to wait in;
    • Wear identification badges with the members of staff’s name and photograph;
    • Greet you as soon as you arrive;
  • 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