When you contact us about your tenancy, rent, or repairs, you can expect:

• a freephone number to report repairs or ask questions: 0800 028 1870
• clear opening hours and access to an emergency out-of-hours service
• calls to be answered within 4 minutes
• emails and letters to be answered within 10 working days
• a reply in the same way you contacted us, or in a way that suits you
• our customer service team to deal with your enquiry first and make sure it gets to the right team

If we need to visit you, we will:

• arrange an appointment where possible, unless it's an emergency
• let you know as soon as we can if an appointment needs to change
• always show photo ID when visiting your home

We will measure our performance and report on the:

• average time taken to answer calls
• average time taken to answer emails