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Service Standards

Contact: Housing Service
Phone: 01395 516551

We aim to deliver an efficient and effective housing service to all our tenants and leaseholders. To achieve this, we have set service standards. These standards have been developed in consultation with tenant representatives and are listed in the document 'PDF file Our Commitments to you' (151KB - 18 May 2011 - PDF Help)

How we Deliver the Service

  • When you contact us, you can expect to be treated courteously and politely. We will deal with all enquiries in a confidential manner.
  • We will provide a professional service through experienced and trained staff.
  • We will treat all tenants, leaseholders and those who use our services with respect, listen to your needs, and provide assistance as quickly as we can.
  • We will explore options and attempt to resolve issues raised with us. On occasions this may mean that we have to say no to your requests. If so, we will explain why.
  • We will consult with groups and individual tenants, leaseholders and other customers on key issues and encourage regular feedback on services provided.
  • We aim to answer telephone calls, letters and e-mails promptly.

In turn we expect our customers to be polite and courteous, treating our staff with respect. We expect you to keep us informed of changes that affect your tenancy or housing needs.

Our Response Times

  • We aim to reply to all letters and e-mails within 10 working days. If a detailed investigation is required this may take longer, but we will write and explain and give the expected date of reply.
  • If you have made an appointment to see a Housing Officer at our offices, you will be attended to within 5 minutes of arriving at the office.
  • If you call to our offices without an appointment, you will be attended to within 20 minutes or we will offer you an appointment.

Visits to Your Home

If we or our contractors visit you at home, we will attempt to make an appointment before calling. We will show you identification. If you are unsure of the identity of the caller, please contact us. We will make every effort to be punctual and will contact you if for any reason an appointment cannot be met.

Most of our officers are available to visit you in your home if requested.

Page last updated on 24 May 2012