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Customer service standards

We want you to feel safe, supported, and respected in your home. Here’s what you can expect from us.

Safe and secure homes

  • Your home will meet all safety standards for gas, electricity, and fire.
  • We’ll check gas safety every year and let you know when we’re coming.
  • Communal areas will be clean, safe, and well-lit.

Before you move in

  • Your new home will be safe, clean, and ready for you.
  • We’ll give you all the important safety certificates (Gas, Electrical, and Energy Performance).
  • Flooring and carpets will be fitted so your home feels comfortable from day one.

Repairs you can rely on

  • Emergencies: We’ll be there within six hours and make things safe within 24 hours.
  • All other repairs will be done within 28 days (or 56 if special parts are needed).
  • We’ll keep you updated every step of the way.

Easy to reach, easy to understand

Respect and care

  • We’ll treat you with kindness and respect.
  • We’ll listen to your feedback and act on it.
  • Your privacy matters – we’ll keep your information safe.

Open and honest

Accessible for everyone

  • If you need information in large print or another language, just let us know – we’ll sort it out.
  • We can provide translation or an interpreter if you need one.
  • If health or mobility issues mean you can’t stay at home during big repairs, we’ll arrange somewhere safe and comfortable for you to stay.
  • We’ll help with home adjustments through occupational therapy and Disabled Facilities Grants Opens in a new window/tab. so your home works for you.

Awaab’s Law – Damp and mould safety

  • We'll investigate reports of damp or mould within 10 working days.
  • We'll provide a written summary of findings within three working days after the investigation.
  • If the hazard is significant, we'll make the property safe within five working days.
  • All remedial work (including prevention measures) will be completed within 12 weeks.
  • Suitable temporary accommodation will be provided if safety cannot be ensured promptly.
  • We'll document all actions and ensure compliance with legal timelines.

We have also made promises about the service we will provide to anyone who contacts us by phone or visits the office.

For telephone callers

Our main phone line is 0300 131 7300.

Our phone lines are open Monday to Friday between 9.00am and 5.00pm.

  • We will always give you our name so that you know who you are speaking with. 
  • We will try to resolve your call for you.
  • If we cannot resolve your call immediately or connect you straight away with someone who can, we will take your details and call you back within an agreed time.
ISHA receptionist.

For personal callers

If you want to visit us, call 0300 131 7300 to arrange an appointment with one of our staff members.

Staff will be friendly and welcoming and ensure you know the name of the person you speak with. Information about our services and opening times is clearly visible at reception. If you need more information, the receptionist will be happy to provide it.

Graphic in ISHA brand colours representing the hearing induction loop symbol.

Accessible standards

We provide special services for people with hearing or sight problems (loop induction system, publication in large print or Braille). We will provide translation or interpretation on request for people who do not have English as a first language.