Customer Service Timescales
Customer Service Timescales
| Communication | Target Response Time (all within) |
|---|---|
| Written Communication | |
| Time taken to reply to your letter (including those sent through My Home) | 5 working days |
| If we cannot reply to your letter in 5 days, we will let you know we've received it and respond in full | (10 working days if we have contacted you to let you know we cannot respond in 5 working days) |
| Reply to your Facebook comment | 1 working day |
| Statutory requests (for example, an application for an exchange, to add a joint tenant, sublet, etc) | |
| Acknowledgement | 2 working days |
| Full response | 20 working days |
| 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) 20 working days (full response) |
| Appeals Against Decisions | |
| 1st Appeal | 2 working days (acknowledgement) 10 working days (full response) |
| 2nd Appeal | 2 working days (acknowledgement) 20 working days (full response) |
| 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 (acknowledgement within 2 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 |
