Customer service standards

To report a non emergency repair - repairs@cornerstonehousing.net

For anything else - mail@cornerstonehousing.net

• you can email us 24 hours a day
• you will receive an acknowledgment from us within 24 hours
• we will aim to respond to your query within 5 working days
• if you query will take longer, or if you only want contact with a particular person that is not available we’ll let you know when you can expect a response
• we might ask you security questions to check its you we’re dealing with

01392 273462

To report a repair is option 1
To make a rent payment option 2
For anything else option 3

• our opening hours are 9.00am to 5.00pm Monday to Friday
• you can leave us a voicemail outside of these hours if you want to
• if you need to report an emergency repair outside of these hours you will get through to our emergency repairs service via the same number and option 1
• we will aim to resolve your query during that first call with you
• if we can’t we will try to put you through to someone who can help
• if nobody is available at that time you will receive a call back by the end of the next working day
• if you query will take longer, or if you only want contact with a particular person that is not available we’ll let you know when you can expect a response
• we might ask you security questions to check its you we’re dealing with

For a general enquiry

To report a repair

To report anti-social behaviour

To log a complaint, provide feedback or a compliment

• there are a number of different contact forms on our website, the content of these forms come through to us as emails
• your contact will be acknowledged within 24 hours
• we will aim to respond to your query within 5 working days
• if you query will take longer, or if you only want contact with a particular person that is not available we’ll let you know when you can expect a response

Sent message to 07491 163432

Start your message with:
RENTS:   if its about your account
BAL:        to get your account balance
REPAIR:  to report a repair
CARD:     to order a new payment card
DD:          to set up or change a direct debit

• BAL will give you an automated response with your balance at the end of the last day.
• all other enquiries we will aim to respond to your query within 5 working days
• if you are reporting an emergency repair, please call us.
• we may send you SMS messages, these will usually be surveys, receipts for payments or to communicate with you about a particular issue,
• you can opt out of SMS if you prefer

You can write to us at:
Cornerstone Housing
Cornerstone House
Western Way
Exeter
EX1 1AL 

• we will aim to respond to your query within 5 working days
• if your query will take longer, or if you only want contact with a particular person who is not available we’ll let you know when you can expect a response

We don’t have an office open to the public but we’ll see you face to face when we are out in your area or visiting you for an appointment.

• when we make an appointment we’ll give you a date and a time slot, for repairs this might be morning or afternoon
• we’ll identify ourselves when we visit you and show you our ID
• sometimes we use contactors for repairs but we’ll let you know what company they’ll be from and you can ask for ID

• cause danger to someone’s health and safety or
• cause immediate serious damage and destruction to a property, home or building.

• No heating or hot water during winter months (usually between 31st October – 1st May)
• Total or partial loss of electrics to the whole property (multiple lights or power outlets not working)
• Unsafe power – e.g. sparks from electrics
• Total or partial loss of mains water supply (such as no water to entire bathroom, but water in your kitchen)
• An uncontainable leak – e.g. burst pipe, water tank or any leak that is affecting electrics or could cause damage to the property

• a response within 24 hours
• where possible we will complete emergency repair the same day, but if not possible, within 24 hours of being reported.
• In some cases we will make the situation safe until such time as a routine repair is safe and practical to complete (for example when a window has been broken we may board it up and make it safe but the glass requires ordering to complete the repair).

• We will aim to get to you as soon as possible, but it will be no later than 20 working days
• We may need to arrange for someone to inspect the issue before we book a repair, and appointments may be grouped together based on where you live

• Gas safety and servicing appointments will be completed annually
• Electrical safety checks will be completed every five years
• We will check your smoke detectors when we visit
• We will be persistent in accessing your home to complete these checks

• roof repairs
• kitchen or bathroom replacements
• whole home improvements

• external painting and decorations
• grounds maintenance
• cleaning

• Communal areas to be kept clean and safe
• Green spaces, bin stores, parking areas to be well maintained,
• Planned work requires specification and planning and is generally grouped together and then carried out as part of a programme of works.
• We will give you plenty of notice for major improvements to your home
• We will give choices in relation to certain aspects of improvements, for example tiles, units, flooring

We have a dedicated process and charter for handling feedback which can found on our website.

• we will receive feedback, including complaints in any format from you
• we will respond promptly and we will aim to resolve your concern at the first point of contact, where possible
• a thorough investigation into formal complaints
• information on what do if you are unhappy with how we have handled your complaint

We use a variety of customer surveys to gather your feedback on how we are doing.

• we will send you a survey after you have received a specific service from us so we know how we did, this includes repairs, anti-social behaviour and more
• we complete a general customer satisfaction survey with you once a year and we will publish the results of this

This panel is made up of volunteer tenants who scrutinise our performance and conduct reviews of our services to you.

• we will facilitate monthly meetings for the panel and support them in their work
• we will publicise the work of the panel and the recommendations they make to us about improvements

This is an information and advice newsletter. Click here to view

• we will publish this monthly on our website
• we will send you a link to this via SMS or send you a paper copy if you prefer
• we will use it to keep you updated on things that are important to you

This is an annual report to customers which lets you know how we have been doing at providing services to you, what you think of us as your landlord and how we have spent our income from your rent. Click here to view

• we will publish this annually on our website
• we will send you a link to this via SMS or send you a paper copy if you prefer
• it will include feedback on the annual customer survey results

This is a document that provides you with information about your home, tenancy and services. It details what you can expect from us and what we expect of you as a tenant. Click here to view

• we will provide this to you when you become a tenant with us
• this is available on our website and additional copies can be sent you when requested
• we will consult with residents on any changes to this document and provide  you with an update if  changes are made