Our resident offer and service standards

To report an emergency repair, call us directly on 0330 343 0016.

Here’s an overview of how we respond to further queries.

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 other service standards are currently under review.

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.

Last Updated

Page last updated: Wednesday, 7 May 2025