Our Service Promises

We want to provide you with the best service we are able to.

This page gives you information on the standard of service you can expect from the Council's Housing Service.

When you visit us:

Our receptions will be open from 8.30am until 5.00pm (Monday to Thursday) and 8.30am until 4.30pm (Friday).

We will treat you politely, courteously and in a professional manner.

We will ensure that all reasonable steps are taken to make our reception areas physically accessible.

We will aim to keep our reception areas clean and tidy.

When you telephone us:

We will aim to answer your call in 5 rings.

We will respond to any voicemail messages within 1 working day.

When you e-mail us

We will acknowledge your email within 1 day and respond fully within 10 working days.

When you write to us:

We will respond to letters within 10 working days.

Our response will include the name of the officer and/or service area dealing with your enquiry.

When we visit you:

If we visit you at home we will carry identification cards.

If you require information in alternative formats:

We will make information available in other formats such as key community languages, Braille, large print and audio if requested.

If you require a Translator:

When you come to see us, if you require a translator, one will be available through our telephone translation service.

If we're not the right people to help you with your request:

We will seek to put you in contact with a department or organisation that may be able to help you further.

If you have any views on these promises or on the level of service you have received from the Council's Housing Service you can let us know by clicking on the 'contact us' link to the left of this page.