Our customer service standards

Our customer service standards

Part of our customer 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 methodWhen you can expect a response
Forms submitted on this websiteWe’ll respond in 24 hours
Email (Monday-Friday 08:00am-5:00pm)You’ll get an acknowledgement straight away and a response in 24 hours
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. See our contact us page for details
Request a call-back featureWe’ll call you back in 24 hours
Visiting our office (Monday-Friday 08:00am-5:00pm)We’ll see you as quickly as we can. We also have meeting rooms where conversations can be held privately.
LetterWe’ll send you an acknowledgement, a response or an update in 10 working days from when we receive it.

Your security

If you’re one of our customers we’ll ask you some security questions. This is to make sure we’re not giving information to unauthorised people.

If you want to, you can authorise a friend or relative to contact us on your behalf.

Read more about how we’re protecting your personal information.

When we visit you

When we visit your home, we’ll show you our identity badge. Our contractors will have a letter from us authorising them to carry out work. Ask to see it. If in doubt, call us.

If we’re coming to carry out a repair, our team will treat your home with respect and tidy the area afterwards. We ask that you help us by making sure that area where we’ll be working is clear of household items.


If you’re not happy with something we’ve done, how we’ve done it or the behaviour of one of our staff or contractors, please tell us. We need this feedback so that we can get it right next time.

You can:

Read more about how we handle complaints.

Need a translator?

If English isn’t your first language, please let us know and we’ll arrange for a translator.

If you have a disability

If you have a disability and need us to change our approach let us know.

Our customer promise

How we collect feedback

You said we did