Our service standards

 If a tenant/leaseholder calls or visits the office we will:

• Aim to answer their call within five rings

• divert their phone to a colleague

• tell them our organization and give them our name when we answer

• return their phone calls within two working days or when they ask us to

• welcome them and offer assistance to help

• provide a pleasant, clean, tidy reception area

• keep reception waiting times as short as possible for customers without an appointment

• If we have an appointment with a resident we will see them within 20 minutes of their appointment time

• ensure everyone can gain easy access to our services.