An update on our response times

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There are lots of ways you can get in touch with us, from webchat (available via the bottom right corner of our website) to email or on the phone. You can also manage your account or report repairs via MyHomeOnline – our online customer site.

Regardless of how you get in touch all queries are initially answered by our Customer Services team. They’re trained to assist residents with a wide range of issues without needing to pass them to someone else, although some queries will need to be referred to one of our specialist teams.

Because these teams are often out working in our communities, they may not always be immediately available. In line with our Service Commitments our aim is to get back to you within five working days, but it can take a little longer when we’re dealing with a high number of enquiries.

We know how frustrating it can be to not get a quick response, but please do be assured that we will reply to you.

If your situation has changed since you first logged your query and the issue is now more urgent, please get back in touch. However, if you can wait for a response then please do.

This will help reduce the number of queries our Customer Service team receives, which means we’ll be able to get back to you more quickly.

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