Customer Service Standards

9 Feb 2024

Praise Grumble

We publish our Customer Service timescales and expectations on  We explain the best way to get in touch with us, and how quickly you can expect a response.

View our Customer Service Standards


If you think we’re not meeting these standards, you can use the My Home complaint reporting tool to let us know that we’re not meeting standards. Please make sure to give details of the initial contact, and when or if you were responded to so we can start investigating right away.



Or – if you just want to let us know about something, but don’t want to make a complaint, our Grumble tool is a great way to let us know about minor niggles (or Use the Praise side to say thanks or to let us know when we get the little things right).  You’ll find the Praise and Grumble buttons at the top of every page in My Home and on