Standard Response Times

    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

Acknowledged within 2 working days.

 

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