Our customer service standards

We set standards for getting back to you when you contact us. This is so you know what to expect and how long it'll take. It means you can also hold us to account if we don't meet our timescales. Whether it's for a general enquiry, or for a complaint, we want you to know that you'll always be treated fairly and provide you with any additional support you need.

We will:

  • Offer a range of ways for you to contact us and receive responses including social media, phone, in writing and face to face
  • Offer 24/7 self-service through My Account online portal for core services like rent and repairs
  • Be respectful and courteous when you contact us, introducing ourselves and showing ID when we meet you in person
  • Deal with enquiries promptly aiming to resolve your query at first contact, but if we’re unable to, we’ll update you regularly
  • Provide an emergency out of hours service
  • Get back to you within three working days when you contact us by email, or letter 
  • Call you back to you within one working day when you call us   
  • Make it easy for you to make a complaint, acknowledging it within two working days and agreeing a resolution within ten working days
  • Listen to your feedback and where we make mistakes put it right as soon as possible
  • Keep clear records when you contact us, so you only have to tell us once
  • Do everything we can to keep appointments, if we have to rearrange, we’ll explain and make an alternative arrangement at your convenience
  • Provide fair treatment for all our customers and will never discriminate
  • Offer translation or interpretation support if you need it 

To help us provide the best service, we ask you to:

  • Treat our staff courteously and with respect
  • Let us know as soon as possible if you need to change appointments