We provide a variety of ways for customers to access our services that are easy and convenient for all.
Wherever possible we provide information and services the first time you contact us. We will agree to make appointments with you that are at a convenient time and location.
When you visit our offices we will:
- Clearly publish our office opening times;
- Clearly signpost our offices and provide directions on our website;
- Provide safe, clean, welcoming, confidential and child friendly facilities;
- Provide access and facilities for people who are disabled;
- See you within five minutes when you visit an office with an appointment;
- See you within 15 minutes if you visit an office without an appointment;
- Offer you an interview in a private interview room or in your home when you wish to discuss confidential or sensitive matters.
When you telephone us we will:
- Answer your call within 30 seconds;
- Call you back when needed within one working day and at a time convenient to you;
- Provide a 24 hour telephone service to deal with emergency repairs or other housing emergencies;
- Deal with as many telephone queries as possible at the first point of contact.
When you write to us we will:
- Reply to your letters, emails and faxes within five working days of receipt.
You can help us by:
- Making sure you use our correct correspondence address, telephone numbers and contact details;
- Letting us know when you can be contacted;
- Clearly explaining the nature of your enquiry or request;
- Being patient and polite;
- Wherever possible telephoning or visiting in the afternoons when we are less busy unless your enquiry is urgent.
