You are welcome to visit our reception at Foley Grove between 8.00 am and 4.00 pm. We'll make sure that you can speak with one of our team members and when conversations are private, we will make sure there is a room you can use.

If you need an interpreter or have mobility requirements, let us know beforehand, and we'll make sure everything's set up for your visit. We want to make sure that our services are accessible to everyone.

For your safety and peace of mind:

• Our team members always carry ID (and we'll show it without you having to ask).
• We'll give you a heads-up before we visit.
• We'll explain exactly why we're visiting and what happens next.
• We will be as flexible as we can with timings and will work around your needs.

Quick response times matter. Here's what you can count on:

• Phone calls: We'll answer 80% within 120 seconds.
• Emails and online messages: You'll hear back within 3 working days.
• Urgent matters: We'll get back to you within 1 working day.

Our response times are:

• Emergencies: within 24 hours.
• Heating issues: 7 days in summer, 3 days in winter.
• Quick Response repairs: within 14 days.
• Standard repairs: within 28 days.

Flexible appointment times

We know life's busy, so we offer appointments that work around your schedule:

• Morning: 8:00 - 13:00.
• Afternoon: 12:00 - 16:30.
• School run-friendly: 10:00 - 14:00.
• All day: 8:00 - 16:30.

When our repair team is heading your way, they'll give you a call with their estimated time of arrival (ETA). Once the job's done, they'll walk you through what they've fixed. If more work is needed, we'll book it right there and then.

Anti-Social Behavior (ASB)

We take this seriously. If you report ASB, we'll be in touch within 3 working days, or within 24 hours for serious issues like domestic abuse or hate crime.

What counts as ASB? It's behaviour that "unreasonably interferes with a tenant's right to use and enjoy their home and community." This includes:

• Harassment.
• Vandalism and graffiti.
• Hate crime.
• Abusive behaviour.
• Excessive noise.
• Misuse of communal areas.
• Fly-tipping.

You can also view our ASB Guide for further information.

Neighbourhood nuisance

For less serious issues like general noise, parking disputes, or pet-related problems, we've got a Good Neighbour Guide to provide helpful advice. You can download a copy or ask us for a copy.

We maintain communal areas through:

• Fortnightly cleaning of shared spaces.
• Regular grass cutting (March to October, every 3 weeks).
• Neighbourhood walkabouts with your local Coordinator at least 4 times a year.

Check the dates of your next Wednesday Walkabout or join your Neighbourhood Facebook Group.

We hope this won't happen, but if you need to make a formal complaint:

• We'll investigate and respond within 10 working days.
• Not satisfied? Request an independent review within 20 working days.
• Still not resolved? You can take it to the Housing Ombudsman - we'll show you how.

For further information, visit our Feedback and Complaints page for more advice.

If you require more information, then please contact us via email on: information@communityhousing.co.uk or speak to one of the team on 0300 003 5454.

You can also download a pdf copy of our Service Standards.