Our service promise

We will always try to:

• Provide an efficient and high quality service.
  - answer the phone as quickly as possible.
  - respond to written enquiries within five days.
  - respond to repairs within the category code time scales.
  
• Involve and inform you.
• Are prompt, polite and helpful.
• Respect your confidentiality.
• Are accessible to people with disabilities.

We will try our best to keep our service promise to you, but sometimes things do go wrong - and if they do, we're determined to sort things out as quickly as possible.

To help us do this we will need you to record your complaint(s) and suggestion(s) in writing - either by letter, email or fax. You can also telephone us or make an appointment to speak with us face-to-face. We will try to deal with any issues straight away, but where we cannot resolve a complaint immediately, we will contact you to let you know when a full response to your complaint will be sent to you. If you would like to see a copy of the full Service Promise or the Customer Feedback Policy, please contact us.