Our relationship
We’re proud to offer quality customer service and our relationship with you is important to us.
The Trust Tenant Charter
We will provide a quality customer service that is consistent, fair, respectful and with digital services for those that need to use them.
You will be fair and respectful to our staff and keep us up to date with your contact and household details.
What you can expect from us
Take a look at our customer promises.
- We will answer all calls within three minutes.
- We will answer your email within four working days of receiving it.
- We will answer live chats within three minutes and 30 seconds.
- We aim to answer 92% of all enquiries right the first time.
- We will acknowledge all complaints within five working days.
- If your complaint is at Investigation Stage, this will be responded to within ten working days.
- If your complaint is at Review Stage, this will be responded to in 20 working days.
Take a look at what's happening in your neighbourhood.
Neighbour disputes
- Within five working days, we will address both parties and refer for mediation to make contact (if agreed).
Allocations
- We adhere to the HomeChoice Policy and Procedures, by making contact within 24 hours.
New Tenant checks
- We will check in with new tenants six weeks after sign-up.
End of Tenancies/Abandonments
- We will support and investigate any end of tenancy issues and serve a 'notice to quit' if required.
Mutual Exchanges
- We will reply within five working days to let you know we have received your application.
- We will approve or decline your application within 42 days of receiving both applications.
Tenancy Fraud
- We will investigate all reports of tenancy fraud and serve notice if required.
- We will respond to high level ASB cases within one working day.
- For all other cases, we will respond within five working days.
- In urgent cases, we will respond in the same working day (those resulting in police assistance or medical attention).
You will:
- Be fair and respectful to our staff and contractors. When we visit your home make sure it is safe, clean and smoke-free
- Report any issues to us as soon as they arise.
- Keep us up to date on your mobile number, email and changes to your household details.