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Our service standards

What you can expect from us 

We want you to know what to expect when you contact us.  

These standards set out the service we aim to provide, how quickly we’ll respond, and how we’ll keep improving. 

We recognise we won’t always get everything right, and these standards show what we’re committed to delivering and working towards. 

Getting in touch with us 

We aim to make it easier for you to get the information and support you need.  Here’s what you can expect when you get in touch.  

We will: 

  • Acknowledge all online and email enquiries received by our Customer Contact Centre within one working day 

  • Respond to general enquiries within five working days 

  • Aim to provide a response to complaints within 10 working days. 

Some enquiries take longer to resolve. When this applies, we aim to: 

  • Complete conveyancing enquiries within 20 working days 

  • Fully reply to sales requests from solicitors within 20 working days 

  • Answer service charge queries within 20 working days. 

If we aren’t able to meet these timescales, we’ll always: 

  • Let you know as soon as possible 

  • Explain what’s happening  

  • Give you a clear timeframe for when you can expect a full response. 

We will also: 

  • Continue improving the ways you can access our services online 

  • Offer a freephone number so you can get in touch without extra cost. 

Repairs  

We understand how important it is to feel safe and comfortable in your home. When you report a repair, we’ll prioritise repairs based on urgency and keep you updated at every stage. 

Emergency repairs 

We’ll make emergency repairs safe within 24 hours of you reporting them. 

Emergency repairs are issues that may put your health or safety at serious risk including (but not limited to): 

  • No cold water supply 

  • No heating or hot water during winter 

  • Leaks that can’t be contained or may cause an electrical hazard 

  • Serious mould growth 

  • The only toilet in your home not working 

  • A lift not working where it is the only one serving all floors 

  • Smoke or carbon monoxide alarms making a constant noise 

  • Damaged or exposed asbestos. 

 
These examples reflect the types of hazards set out in the government’s Housing Health and Safety Rating System (HHSRS). 

If there is an immediate risk to life, contact the emergency services first so safety is prioritised: 

  • Gas emergencies: Call the National Gas Emergency Service on 0800 111 999 

  • Other life‑threatening situations: call 999 

Other repairs 

We’ll complete standard repairs within 20 working days. 

We’ll start planned or minor repairs within 90 working days after we've made your home safe with an emergency or standard repair. These larger jobs may involve multiple trades or contractors, and can include work such as fencing, windows, and roofing. 

When you request a repair or an adaptation, we’ll: 

  • Give you a job reference number 

  • Offer a range of appointment dates and times. 

Damp and mould 

We take damp and mould seriously and act quickly to protect your health. 

If there is an emergency issue, such as severe mould, or if someone in the home is vulnerable, we’ll make the home safe within 24 hours. If this isn’t possible, we’ll offer alternative accommodation. 

For serious damp and mould, we will: 

  • Carry out an investigation within 10 working days, either in person or remotely 

  • Send you a written summary within three working days of the visit, explaining the cause of the issue and what happens next. 

  • Complete safety‑related repairs within five working days of the investigation.  

  • If repairs can’t start within five working days, they must begin within 12 weeks. If the home isn’t safe, we’ll offer alternative accommodation. 

For further details, please see our Damp, Mould and Condensation Policy 

Rent and service charges  

We want paying your rent and service charges to be straightforward and clear. 

We will: 

  • Give you the option to register your interest to pay by Direct Debit online 

  • Contact you to agree how you’ll pay if you fall behind on your rent 

  • Send you an annual breakdown showing your new rent and estimated service charges, including a summary of costs relevant to you 

Leasehold services  

We will: 

  • Send you your actual service charge statement within legislative guidelines, showing how it compares with your estimate and explaining any adjustments 

  • Carry out a Section 20 consultation if we plan work or services that you contribute to through your service charges 

  • Review all observations we receive and provide a written response. 

Anti‑social behaviour  

If you report anti‑social behaviour, we’ll act promptly to understand what’s happening and how we can support you.   

We will: 

  • Contact you within two working days to discuss the issue  

  • Complete a risk assessment with you so we can understand any impact on your safety or wellbeing  

  • Agree an action plan with you  

  • Work with other agencies where appropriate to resolve the issue 

  • Update you on our progress every two weeks. 

For further details, please see the following policies: 
Anti-Social Behaviour and Hate Crime Policy  
Good Neighbour Policy 

Complaints 

Access and diversity  

We want our services to be fair, respectful and accessible for everyone. We recognise that people have different needs, and we’re committed to making it as easy as possible for you to use our services. 

We: 

  • Treat everyone with respect 

  • Make reasonable adjustments for customers and stakeholders with disabilities 

  • Provide translations and alternative formats for essential information on request.