We have updated our Persistent Customer Contact Policy.
When we receive enquiries or concerns, we will always try to speak to you directly to understand the basis of your complaint or area of dissatisfaction, as well as to understand any support you may require in the management of your tenancy.
However, if the frequency or nature of the contact becomes persistent, this can place increased demands on us, both from an officer and resource point of view.
This updated policy sets out our approach to understanding customer concerns and managing persistent contact – these include contacts made by telephone, face-to-face, letters, emails, social media and other digital channels.
We remain committed to addressing customer dissatisfaction in a fair and respectful way and will consider each situation on an individual basis.