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