Emails
We will aim to acknowledge your email within 2 working days and provide a full response within 10 working days. This may be sooner if the issue is straightforward.
Call backs
We will call you back in a timescale appropriate to the situation:
Emergency situation - 1 working day, with the offer of an appointment within 5 working days.
Vandalism/abusive behaviour - 3 working days, with the offer of an appointment within 7 working days.
Other anti-social behaviour - 5 working days, with the offer of an appointment within 10 working days.
This may be sooner if the issue is straightforward.
Letters
We will aim to provide a full response within 10 working days.
Social Media
Monitored between 9 am and 5 pm Monday to Friday.
Response times may vary depending on the situation and the availability of the team providing the information. Please call us if there is an actual or threatened risk of harm.
Complaints
| Formal Complaint stage 1 | Fully responded to within 10 working days |
| Internal Review stage 2 | Fully responded to within 20 working days |
Repairs
| Response | Categories Type Response | Time |
| Immediate response |
Priority 0 | Within 4 hours |
| Emergency | Priority 1 | Within 24 hours |
| Urgent | Priority 2 | Within 5 working days |
| Routine | Priority 3 | Within 20 working days |
| Planned | Priority 4 | Within 40 working days |
About The Guinness Partnership
Formerly SBHA, but now The Guinness Partnership, we were founded in 1890 to improve people’s lives and create possibilities for them.