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Customer service standards

We will always put our tenants first and go the extra mile, being supportive and respectful in all we do and have vision that is flexible and innovative.

We will:

  • Be polite, patient, friendly and listen.
  • Endeavour to resolve customers queries fully, but if for any reason we cannot do this straightaway we will explain this and give an appropriate timescale of when a full response will be made.
  • Keep customers informed on the timescale and progress being made on their issue.
  • Provide information needed in alternative formats e.g. large print, braille or audio upon request.
  • Use plain and jargon free language in our communications, making them suitable for the customer’s needs.

Our standards:

  • We will aim to answer your call within 10 rings.
  • We aim to answer your enquiry in full at the first point of contact.
  • If we cannot fully resolve your enquiry at the first point of contact, where possible we will pass you on to the right person or department.

When reporting a repair:

  • We will give you a job number so that we can liaise with you about the job
  • When anything changes, we will let you know as soon as we can.
  • We will let you know when a contractor is coming.
  • We will let you know if there is a cost to yourself

When a letter or email is received:

  • We aim to respond within 10 working days.

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