Our Customer Service Standards
At Sutton Housing Partnership (SHP), our Customer Service Standards are not just a set of guidelines, they are the base of our relationship with our residents and the foundation of our mission to provide safe, comfortable, and well-managed homes.
Our phone lines are open from 8:45 AM to 5:00 PM on working days. Outside of these hours, we offer an emergency out-of-hours service.
We aim to:
-
Answer calls within 20 seconds and return calls within one working day
-
Respond to emails within five working days
-
Reply to letters within seven working days
If you need to make a complaint about our service:
You can make a complaint in person, over the telephone, by email or on our website. We will acknowledge your complaint within 24 hours and we will respond within 10 days of acknowledgement to stage 1 complaints and within 21 days of acknowledgement on stage 2 complaints. We will also make it clear how you access external support via the Housing Ombudsman and other agencies so you understand the options available.
Reporting a repair:
You can report a repair via our website or by telephone. We offer a range of two hour slots and we will contact you by text message or phone call to advise when an operative will be attending. We will offer appointment times that are convenient to our residents wherever we can and we operate a 24 hour emergency service that is accessed through the usual telephone number, 0208 915 2000.
How quickly we do a repair will depend on how urgent it is. We take circumstances into account and prioritise work for disabled, older or vulnerable residents if appropriate.
Our target timescales are:
|
Emergency repairs (category A) - includes exposed wires |
3 hours |
|
Emergency repairs (category B) - includes loss of heating in winter |
24 working hours |
|
Urgent repair (category C) - includes loss of heating in summer |
5 working days |
|
Routine repair (category D) |
20 working days |
|
Planned repairs |
90 working days |
Further details can be found on our Repairs FAQs
Adapting your home:
We will work with the occupational therapy service to identify adaptations you might need or be entitled to. We will complete major adaptations (e.g. level access showers, access ramps) within 30 working days of the order being issued to us and we will seek your feedback on our adaptations service by service by asking you to satisfaction survey.
If you would like permission to make changes to your home, you can request this via a form on our website ( Permission to alter a property ).