Our customer service standards

When you contact us, we will be polite and respectful, and we also ask that you treat our staff with respect. We will keep your information private and give you advice and support from trained staff. 

We treat everyone fairly and listen to what you need. We’ll try to help you as quickly as we can. Sometimes we may not be able to say yes to your request, but we’ll explain why so you understand the reason why we have not been able to say yes. 

We want to hear your thoughts about our services and will ask for your views on important issues. It's really important to us that we hear your thoughts as this will help us to make changes and shape the services to really suit our customers.  

We aim to reply to phone calls, letters, and emails quickly but sometimes, there may be times when we don't respond as quickly as we would like and we appreciate your patience whilst we work to get a response to you. We also ask that you let us know if anything changes with your housing or tenancy which will help us to stay updated and also give you the right information or support you need.