What you can expect from us
We want you to know what you can expect when you contact us or use one of our services.
This page brings together all of our service standards in one place. They explain the service we aim to provide, how we will keep you updated and how quickly we will respond.
The standards cover the things our customers tell us matter most:
Keeping homes safe and in good repair.
Helping people manage and keep their home.
Supporting people who feel unsafe or need extra help.
Dealing with anti-social behaviour and neighbourhood issues.
Making it easy to contact us.
Helping with rent and money matters.
Listening when things go wrong and putting them right.
Some services are measured in hours because they involve an urgent issue or an immediate safety risk. Other services are measured in working days because they are part of our normal day-to-day service. We explain the response times for each service standard.
You can use the links below to find the service you need and see what you can expect from us.
We developed these standards with customers to make sure they focus on the things that matter most. We will continue to review them and use customer feedback to improve our services
How to use these standards
These standards explain what you can expect from us. You can read our service standards here, if you need any help or support, please get in touch.
How we measure response times
Hours |
We will use hours where an issue may involve an immediate danger or urgent loss of an essential service. This means we will respond based on the urgency, including outside normal working hours where the service is available. |
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Working days |
We will use working days for non-emergency services completed during normal working arrangements. A working day will mean Monday to Friday, excluding bank holidays in England. If a timescale ends on a weekend or bank holiday, it will move to the next working day. |
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Calendar days |
Where calendar days are stated, every day counts, including weekends and bank holidays. |