Customer Service Timescales
Customer Service Timescales
| Written Communication | Target Response Time (all within) |
|
Time taken to reply to your letter (including those sent through My Home) If we cannot reply to your letter in 5 days, we will let you know we've received it and respond in full Reply to your Facebook comment |
5 working days (10 working days if we have contacted you to let you know we cannot respond in 5 working days) 1 working day |
|
Statutory requests (for example, and application for an exchange, to add a joint tenant, sublet, etc) Acknowledgement Full response |
2 working days 20 working days |
|
Full Tenant Consultations Respond to individual comments Feedback to all tenants on outcome |
20 working days 3 months |
|
Complaints Stage 1 Stage 2 |
5 working days 2 working days (acknowledgement) |
|
Appeals Against Decisions 1st Appeal 2nd Appeal |
2 working days (acknowledgement) 2 working days (acknowledgement) |
| Neighbour Complaints - initial response to complaint
Category A - very serious, e.g. violence involved Category B - serious or persistent issues Category C - routine |
3 working days 5 working days 10 working days (acknowledgement within 2 working days) |
|
Repairs Routine Repairs Urgent Repairs Emergency Repairs |
10 working days 3 working days 2 hours |
|
Phone Calls Answer the telephone Respond to voicemail |
6 rings 1 working day |
|
Office Meetings By appointment Appointment required |
We will see you on time You will get an appointment within 1 week |
