We’ve temporarily paused the re-registration process for customers who were on our housing waiting list
Find out more
Our Service Standards
When you get in touch, we want you to know exactly what to expect from us, from how we respond to how we deliver our services.
No matter how you contact us or how often you get in touch, you’ll get the same level of care and support every time.
What You Can Expect From Us
When you get in touch with us, you can expect us to:
- Be friendly, welcoming and professional
- Let you know your place in the queue
- Keep you updated if there’s a short wait
- Clearly introduce ourselves and the service you've contacted
- Do our best to answer your question first time
Timescales
If we need extra help to sort your query we have set out how long that should take us:
We’ll make sure one of our specialist teams contacts you
We’ll then work to provide a solution or update within 5 working days. If it takes longer, then we’ll keep you informed
During our office opening times, if you contact us via our social media channels we will respond to you within one working day.
You can still report emergency repairs by calling 0121 748 8100
For anything else, including calls, emails or messages on social media, we’ll pick this up within 2 working days of us reopening
Translation Services
We offer translation services on our website, via the phone and at our High Street reception. For our phone and High Street translation services, we use LanguageLine.
Our website uses Google Translate and can translate every page. To use this, simply click on the flag at the bottom right hand corner of your screen.
We will do what is reasonable to provide copies of the wording of any document in another language or format.
