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Customer service standards

These standards have been developed in consultation with customers and reflect the level of service you can expect from us.

Access to services & customer care

  • We will ensure that you can easily contact us in a variety of ways including; telephone, email, website or letter
  • We will respond quickly, regardless of how you choose to contact us. We will aim to:
    • Answer the telephone within 20 seconds
    • Respond to voicemail within 1 working day
    • Reply to correspondence within 5 working days
  • We will respect your individual needs and take them into consideration when responding to your enquiry
  • We will respect your confidentiality at all times
  • We will aim to resolve the majority of enquiries straight away
  • We will, where requested, visit you in your home at a mutually convenient time
  • We will ensure that customer information is easy to read and understand
  • We will aim to put things right as soon as possible if things go wrong. We will investigate your complaint and respond within 10 working days


New home standard

  • Your new home will be safe
  • Your new home will be secure
  • Your new home will be clean
  • Your new home will be warm
  • Your new home will be in good repair


Allocations & lettings

  • We will aim to make applying for a home in the neighbourhood where you want to live, easy and straightforward
  • We will aim to process your housing application within 10 working days
  • We will keep you informed about how your application is progressing and let you know how long you may have to wait
  • We will give you the chance to view any home you’re offered and give you information to help you decide if it’s the right home for you


Responsive repairs

  • We will make sure that you can easily report your repair 24 hours a day
  • We will take your individual needs into consideration when prioritising and completing a repair
  • We will aim to make and keep appointments for all repairs where requested
  • We will aim to attend to emergency repairs within 4 hours and will complete the repair within 24 hours
  • We will carry out your non emergency repairs as quickly as possible, and within:
    • 7 days for urgent repairs
    • 28 days for routine repairs
  • We will aim to complete your repairs right first time
  • We will check that you are happy with the repairs work carried out


Planned works

  • We will make sure that your home is warm, safe, energy efficient and well maintained
  • We will involve you when we are planning any major work
  • We will respect you and your home as we plan and carry out major work



  • We will ensure that you can easily access our adaptations service
  • We will take your individual needs into consideration when prioritising and completing an adaptation
  • We will ensure you are involved in planning adaptation works to your home
  • We will carry out your adaptation as quickly as possible


Home Improvement Agencies

  • Respect your individual needs and wishes and take these into account when providing our services, and in prioritising your case.
  • Aim to contact all urgent cases within 5 working days.
  • Aim to visit all non urgent enquiries within three weeks and carry out any works as quickly as possible.
  • Deliver an independent service offering a range of repairs and adaptations to help you live safely and securely in your own home.
  • Where possible identify sources of funding to carry out work to your home.
  • Provide information, advice and support to assist you in remaining independent.
  • Provide a trusted service to oversee work on your property from start to finish.


Environmental services

  • We will ensure that your communal gardens are well maintained and appealing throughout the year
  • We will aim to make your communal gardens safe and secure
  • We will make sure that our environmental service provides value for money


Tenancy and estate management

  • We will be visible in your neighbourhood, getting to know you and responding proactively to your enquiries. We will:
    • Let you know who your Neighbourhood Officer is
    • Carry out annual estate walkabouts
    • Give you information about scheme surgeries in your neighbourhood
    • Visit you to find out more about your needs and any additional services you may require
  • We will help you to understand your responsibilities as a tenant and to access the services you require
  • We will routinely consult you before making any significant changes to your services or service charges
  • We will work together with you and partners such as the local authority to make your neighbourhood a great place to live
  • We will aim to keep your neighbourhood clean and safe. We will:
    • Consult with you regarding the frequency of cleaning in any communal areas
    • Remove graffiti within 5 working days and offensive graffiti within 24 hours of being reported
    • Carry out monthly inspections in neighbourhoods of 20 or more YH homes
    • Seek to re-let empty homes within 21 days
  • We will make sure that your service charge reflects the cost of providing the services that you receive


Anti social behaviour

  • We will respond quickly and effectively to reports of anti-social behaviour
  • We will work with our communities to prevent anti- social behaviour
  • We will ensure that those involved with or affected by anti-social behaviour receive appropriate support and guidance


Community engagement

  • We will work with you and your community to provide flexible opportunities for you to engage in a way and at a level that suits you
  • We will support you in getting involved in your community and help you to achieve your aspirations for your neighbourhood
  • We will engage you and your neighbourhoods in decision making concerning the things that affect you
  • We will ask you for feedback and give you the opportunity to be involved in shaping the way we deliver our services in future


Income management

  • We will offer you a choice of ways to pay your rent or service charge
  • We will send you regular rent statements and keep you informed of any changes to your rent or service charge
  • We will ensure that information about your rent is accessible, accurate and easy to understand
  • We will let you know if you fall into arrears and offer you support and guidance. We will treat you sensitively and with respect at all times
  • We will offer you advice and support to help you to manage debt and claim for any money or benefits that you are entitled to



Find out more about the variety of services we offer.


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