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Our customer service standards

Part of our customer promise is to make sure the services we offer, are simple and easy for you to acess.

It’s our aim to always answer your question or request first time, 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.

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 about your account or requests to unauthorised people.

If you want to authorise a friend or relative to contact us on your behalf please let us know.

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

Contacting us

If it’s an emergency call us directly on 0330 343 0016. See also our emergency repairs page

Contact method When you can expect a response
Forms submitted on this website We’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 in 4 hours
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 feature We’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.
Letter We’ll send you an acknowledgement, a response or an update in 10 working days from when we receive it.

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 repairs 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 what 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 use the make a complaint website form, call us, email us or come and speak to us. For more about our complaints process please see our complaints page.

Need a translator?

If English isn’t your first language please let us know which language 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.


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