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Code of Conduct

Our code of conduct set out the standards we expect from our staff. We will ensure that our staff:

  • provide a fair and courteous service at all time;
  • treat everyone equally and with respect;
  • will not keep you waiting without an explanation;
  • make it clear what we can and can’t do;
  • answer your letters within 15 working days;
  • answer the phone within 5 rings;
  • keep to any appointments we have made with you;
  • respond to enquiries and make our replies easy to understand;
  • welcome your ideas and involvement in developing our services;
  • admit when we have made mistakes and try to put things right;
  • publicise your right to complain, investigate and respond within a specified time;
  • learn from complaints;
  • continuously look for ways to improve our service to you.