Customer care
Online services
We encourage residents to use our 24-hour online services. You can easily pay, apply or report an issue online. This is often the quickest and easiest way to complete a task.
What you can expect from us
We aim to:
- answer 80% of our telephone calls – please note, due to high demand callers may experience longer wait times during peak periods (9am – 10am, Noon to 2pm on Mon to Fri)
- see you within 15 minutes of arriving in reception
- acknowledge social media messages within 2 hours
- resolve your request with your first contact – if possible
- respond to complaints/requests in line with the policy
We can arrange private meetings if necessary.
What we expect from you
You should:
- tell us about any changes in your circumstances as soon as possible
- treat our staff with dignity and respect
We have developed a persistent complainants policy to deal with people who make unreasonable demands on our services.
Zero tolerance policy
This policy explains how we manage actions that result in unreasonable behaviour towards our staff.
We aim to deal fairly, honestly, consistently, and appropriately with all our customers, including those whose actions we consider unacceptable. We believe all customers have a right to be heard, understood, and respected. We aim to provide a service that is accessible to all and will make all reasonable adjustments to accommodate customers’ needs.
The zero tolerance policy is required to address a limited number of cases where actions/behaviours become unacceptable as they involve abuse of our staff, stop staff from doing their work or providing a service to others, or make staff feel bullied or unsafe.
Read the full zero tolerance policy
Customer Experience Strategy
This strategy sets out our vision to achieve the best possible experience for our customers, whoever they are (residents, businesses, partners or suppliers) and whenever they deal with us.
Last updated on 18/02/2025
Customer care