Our resident offer and service standards
Our resident offer and service standards
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.
| 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 repairs and maintenance standard
Our repairs and maintenance standard [PDF] outlines what you can expect from us when it comes to our core services.
Our service standards
Our repairs and maintenance standard [PDF]
Our other service standards are currently under review.
Our resident offer
In our resident offer [PDF] we detail what you can expect from us when it comes to our main services. View our resident offer below.
Related pages
Page last updated: Wednesday, 30 April 2025