Service statement

If you contact us:

Staff will give their name when answering the telephone
Staff will be courteous and friendly whenever they speak to you
We will help you wherever possible with your housing needs
If you make an appointment we will aim to see you on time. If we cannot we will keep you informed
We will treat your enquiry with strict confidentiality
We will ensure we have access for disabled people
We will ensure we have facilities for private interviews

You will be dealt with fairly and impartially
We will treat you as we would expect to be treated ourselves
We will work in a culturally sensitive way with Jewish and other minority ethnic people, as appropriate
When things go wrong we will do our best to put them right as quickly as possible

We will ensure that you can report emergency repairs to us 24 hours a day
We will carry out emergency repairs within 24 hours
We will carry out urgent repairs within 7 working days
We will carry out non-urgent repairs within 28 working days
We will ensure our contractors carry identification badges
We will ensure our contractors do not work on either the Sabbath or Jewish High Holy Days, except in case of emergency
We will ask for your comments whenever we carry out a repair

We will acknowledge your complaint within 5 workings days
Wherever possible we will provide a full response to your complaint within 10 working days
We will ensure a senior member of staff reviews the complaint if you are unhappy with our response
If you remain dissatisfied with our response, your complaint will be heard by an Appeals Panel
If you exhaust our complaints procedure, you can then contact the Ombudsman

Please be polite when speaking to our staff
Provide the information we ask for when we ask for it. This will help speed up the process
Read all information we send you
Please be patient. There are times when we are very busy but we will do everything possible to keep your waiting time to a minimum

For further information please feel free to contact us