Customer Service Timescales
Written Communication | Target Response Time (all within) |
Time taken to reply to your letter (including those sent through My Home) If we cannot reply to your letter in 5 days, we will let you know we've received itand respond in full |
5 working days (10 working days if we have contacted you to let you know we cannot respond in 5 working days) |
Statutory requests (for example, and application for an exchange, to add a joint tenant, sublet, etc) | |
Acknowledgement | 2 working days |
Full response |
20 working days |
Respond to your texts | 1 working day |
Reply to your Facebook comment |
1 working day |
Full Tenant Consultations | |
Respond to individual comments | 20 working days |
Feedback to all tenants on outcome |
3 months |
Complaints | |
Stage 1 | 5 working days |
Stage 2 |
3 working days (acknowledgement) |
Appeals Against Decisions | |
1st Appeal |
2 working days (acknowledgement) 10 working days (full response) |
2nd Appeal |
3 working days (acknowledgement) |
Neighbour Complaints - initial response to complaint | |
Category A - very serious, e.g. violence involved | 3 working days |
Category B - serious or persistent issues | 5 working days |
Category C - routine |
10 working days |
Repairs | |
Routine Repairs | 10 working days |
Urgent Repairs | 3 working days |
Emergency Repairs |
2 hours |
Phone Calls | |
Answer the telephone | 6 rings |
Respond to voicemail |
1 working day |
Office Meetings | |
By appointment | We will see you on time |
Appointment required | You will get an appointment within 1 week |