Temporary Change to Tenancy Services Response Times
We are currently experiencing a higher than usual number of enquiries coming in to our Tenancy Services team.
To help us manage this increased demand and continue providing a consistent service to all residents, we are temporarily extending our response time for routine tenancy enquiries.
What is changing?
Our usual aim is to respond to tenancy enquiries within three working days. Due to current service pressures and increased workloads, responses to routine enquiries may take up to seven working days.
This is a temporary measure and will be kept under review.
What happens when you contact us?
If you contact us with a tenancy enquiry:
- We will ensure your enquiry is logged and passed to the appropriate team.
- Wherever possible, you will receive an acknowledgement to confirm we have received your enquiry.
- We will aim to provide a full response within seven working days.
Urgent enquiries
The extension applies to routine tenancy enquiries only.
Where an enquiry involves an urgent issue, a safeguarding concern, vulnerability, or another situation that needs a quicker response, it will continue to be prioritised and dealt with as soon as possible.
Why is this happening?
Like many organisations, we are experiencing periods of high demand across our services. Introducing a temporary extended response timeframe allows our teams to manage enquiries effectively while continuing to provide support to residents who need it most.
We understand that waiting longer than usual can be frustrating and we appreciate your patience and understanding while we work through increased demand.
Thank you for your patience
We remain committed to providing a high-quality service and will continue to review response times regularly. We will update residents once we are able to return to our usual response standard.
If your enquiry becomes urgent after you have contacted us, please let us know so that we can assess your circumstances and provide appropriate assistance.