We are committed to treating every customer fairly, professionally and with respect. Our aim is to provide a service that is clear, reliable, and responsive to your needs.

Our service standards make sure you know exactly what you can expect from us. These standards were shaped by your feedback, what we’ve learned from complaints and the comments you shared through our online consultation.

There is a range of ways that you can communicate with us. Here's what you can expect from us in response to each communication method. We will always write to you using Plain English and explain any technical terms. 

• phone: we will respond to voicemails and requests for contact via telephone within two working days. If the person you are contacting is away from the office, they will leave an alternative contact
• instant messages, for example WhatsApp: we will respond within two working days, provided that the person you are messaging is available. If your issue is urgent, please contact us in a different way
• online forms: we will review these within two working days. If your enquiry is urgent, please contact us by phone
• email: we aim to provide an initial response to you within two working days, with a maximum target of five working days. If your issue will take longer to resolve, we will keep you informed
• letters: we will respond to other written communication within five working days of receipt

We will always set appropriate out of office responses to emails and voicemail so that you know when a named contact is unavailable.

If you would like to contact us please visit our housing officers webpage. For repairs and maintenance, please visit our repairs and maintenance webpage.

If we visit you in your home, we will:

• show you ID
• ask you if there are any practices you would like us to observe when in your home, for example, wearing shoe covers
• make a record of our visit

We will follow the standards set out by the Housing Ombudsman for formal complaint handling.

Find out more about complaint handling on our Housing complaints webpage.

When you contact us we always look to ensure that you are put in contact with the correct person and that your enquiry is dealt with promptly and effectively. Here’s what you can expect when you get in touch with us:

• named contact: you will have a named Housing Officer and surveyor for your area. We will keep these updated on our website and provide contact information on (forthcoming) communal noticeboards if you live in a block of flats. The name of your Housing Officer will be included on all rent letters. Visit our Housing Officers webpage to find out who your Housing Officer is. Visit our Crawley Homes' surveyors webpage to find out who your surveyor is
• right person: we work as one council. If you raise an issue with any of our team, we will aim to assist you directly or we will transfer you to the right person. If we are unable to reach that person, we will send a task to them through our housing management system and give you the task number. If your enquiry relates to another division within the council, we will transfer you to that division
• ongoing issues: if you have an ongoing issue, we will agree with you how and when we will update you
• needs and preferences: when you contact us to request a service, we will ask you about your specific needs and preferences to help us tailor our services to you
• GDPR: We will respect your privacy and confidentiality by:
  • asking you security questions when you phone us
  • only passing sensitive information to contractors and partners in line with GDPR (General Data Protection Regulations)
• alternative formats: we will ensure that we retain methods of communication that aren’t reliant upon online access for those who need it. We will provide translation services or alternative formats upon request

We undertake a range of planned and reactive repairs and maintenance as well as stock condition surveys. Here’s what you can expect when we undertake works on your home:

• timescales: we will deliver on the timescales set out in our repair and maintenance policy for day-to-day repairs, including specific timescales around damp and mould and other hazards set out in the HHSRS (Housing Health and Safety Ratings System)
• notice for major works: we will give you at least 12 weeks' notice when major works will take place and if timescales change, we will update you.  We will also keep our website updated with information about planned works programmes in the borough
• higher risk buildings: for higher risk buildings we will do at least two building safety engagements between 1 April and 31 March each year
• compliance: we will deliver on landlord compliance requirements at all times, relating to gas, electrics, water, fire, lifts, asbestos and fire and carbon monoxide alarms. We will publish our compliance data online every quarter and by post in the annual report to tenants. Visit our Performance of Crawley Homes webpage to view the compliance data.
• stock condition surveys: we will undertake a full stock condition survey of your home at least once every three years to make sure it is safe and of decent quality

We will undertake an organised neighbourhood inspection in your neighbourhood at least once a year where you can meet us and share your thoughts. Our officers will also routinely inspect communal areas when undertaking site visits and raise relevant work. Visit our Resident engagement calendar webpage to view our planned engagement events over the coming months.

We aim to keep you updated on our work though a range of methods including:

• annual report: we produce an annual report by autumn of each year and post the short version to all tenants. Read our annual reports on our Crawley Homes policies webpage
• satisfaction survey: we undertake a Tenants Satisfaction Measures survey each year and publish the results
• performance: we publish a performance report every three months. Visit our Performance of Crawley Homes webpage to view the latest performance information.
• newsletters: we will send newsletters to you at least three times per year. Sign up to receive our newsletters via email below
• calendar: we will publish a calendar of upcoming engagement activities and update this at least once a quarter. Visit our Resident engagement calendar webpage to view our planned engagement events over the coming months.
• notice boards: for any Crawley Homes' notice boards in place (where applicable) we will apply our set standard information and check content at a minimum of once a month