Housing service standards

Housing Management - Service Standards

What you can expect when getting in touch

On the phone:

Telephones will be answered within 5 rings by a member of staff, who will tell you their name and where they work.

Letters and e-mails:

We will answer your letters and e-mails within 10 working days of receiving them, or keep you updated if the answer will take longer.
When we write to you, our letters will be polite and easy to read. If you ask us, we will write to you in your first language, large print or Braille. Taped information is also available.
When you visit us or we visit you:
We will carry and show identification badges.
We will assist you to fill in forms if you need help.
We will respect your privacy, customs and culture.
We will see you within five minutes if you have an appointment.
We will tell you how long you may have to wait and who will see you if you don’t have an appointment, or we will offer to make you an appointment if you can’t wait.
We will have user friendly public offices with clean and tidy reception areas.
We will provide up-to-date leaflets giving information that is clear and easy to understand.
We will have clear signs and display our opening hours in all offices.
If you have any special requirements we will try to help. This may involve using interpretation or translation services, Language Line translations, speaking to someone in private, speaking to someone of the same sex as you, or via a hearing link.
We will deal with the enquiry or complaint on the spot if we can. If we can’t help immediately, we will tell you what we can do and when, or say why we can’t help and tell you who can.