Our resident offer and service standards
Our resident offer and service standards
Part of our resident promise is to make sure the services we offer are simple and easy for you to access.
It’s our aim to always answer your question or request first-hand, but sometimes we need to pass it to a specialist team. If we do, we’ll let you know when you can expect a response.
Response times
If it’s an emergency, call us directly on 0330 343 0016. Also see our emergency repairs page
| Contact method | When you can expect a response |
|---|---|
| Forms submitted on this website | We’ll acknowledge within one working day and aim to respond in full within five working days |
| Emails to our customer service team (Monday-Friday 08:00am-5:00pm) | We’ll acknowledge within one working day and aim to respond in full within five further working days |
| Tweet (Monday-Friday 08:00am-5:00pm) | We’ll respond within one working day |
| Phone call (Monday-Friday 8:00am-5:00pm) | We’ll answer your call as quickly as we can but some times of day are busier than others |
| Visiting our office (Monday-Friday 9:00am-1:00pm) | We’ll see you as quickly as we can. We also have meeting rooms where conversations can be held privately |
| Letter | We’ll send you an acknowledgement, a response or an update in 10 working days from when we receive it |
Our service standards
Our service standards are currently under review.
Our customer offer
In our customer offer [PDF] we detail what you can expect from us when it comes to our main services