Keeping you informed
We will clearly explain how to contact us, when you can expect a response and what will happen next. We will tell you the response time for the service you need. You can ask us to explain any standard by phone or in another format that meets your needs.
Digital contact
We will give you simple and secure ways to contact us online. If using a digital service does not work for you, we will offer another way to get the same information or service. For a non-urgent digital enquiry, we will confirm we have received it within 1 working day.
Phone contact
We will answer your phone call within 60 seconds wherever possible, listen to you and try to resolve your query on the first call. If we cannot resolve it straight away, we will explain who is responsible, what will happen next and when you can expect an answer.
We will explain what information we need when you ask about your tenancy, a pet or another permission. We will confirm we have received your request within 2 working days and give you a clear decision or next step within 10 working days.
We will record your communication preferences and accessibility needs, use them whenever we contact you and update them as soon as you ask us to. We will offer information in a format that meets your needs.
We will contact you through your preferred method if we know a non-emergency repair will be delayed. We will explain why, agree a new date and contact you at least 1 working day before the original appointment when we know about the delay in advance.