When it comes to contacting us, we will:

• provide a freephone number for you to contact us to report a repair or ask us a question about your tenancy or rent
• be available to answer your call Monday to Thursday between 9am and 5pm and 9am to 4:30pm on Fridays, excluding bank holidays
• aim to answer your call within 3 minutes
• provide an emergency out of hours service that you can access using our freephone number
• provide information about our services on our website and on social media
• reply to you in the way that you have requested or in the same way that you have contacted us
• reply by email within 3 working days of you contacting us
• reply to you by letter within 5 working days of you contacting us (unless it is a complaint)

If we cannot reply to you in full within these times, then we will let you know who is dealing with your enquiry and when you can expect a full response.

If we, or our contractors, need to visit you in your home to carry out a repair or discuss your tenancy we will:

• make an appointment before visiting you unless there is a reason why we cannot do this, for example in an emergency
• tell you as soon as we can if we cannot make the appointment
• wear photo identification or have it available to show you

We will measure our performance and report on the average time we take to:

• answer a telephone call
• respond to emails
• respond to letters