Our customer care standards

This information tells you about the service you can expect to receive as a customer of Helena Homes. Our aim is to provide you with the best possible customer service – whether you’re just applying for a home with us or whether you’re already a tenant. And to do this we need your help. We’d like to know what things we’re getting right and what things we could improve.

We’ve set a number of minimum standards for how we aim to deal with your inquiry – whether it’s in person, over the phone, or via post and email. This information sets out these standards in detail, and it tells you how you can help us to continue to provide the best possible service.

What service can I expect from Helena?

We may visit you at home, you could contact us via the telephone, or you could visit one of our offices. However you choose to contact us you can expect a number of things:

We will be prompt, polite, helpful and well informed, and will respond to your inquiry efficiently and sensitively.
We will wear identity badges so you’ll know who we are; or if you call us the operator will tell you their name.
If you telephone us we will answer the phone within five rings. If we can’t deal with your enquiry there and then we will get back to you by the next day. And if the person you want to speak to isn’t in we’ll take a message for them to get back to you on their return.
If we visit you at home, we’ll tell you in advance.
If we cannot contact you via telephone we will write to you within five working days.
We will endeavour to help you get the information you need about our services and those provided by others.
We will give you opportunities to provide us with feedback on our services through our complaints procedures and surveys.
We will keep you informed about how well we are meeting our standards through our tenants’ newsletter, Helena Headlines, and our annual report.

How can I help Helena?

You can help us to provide the best possible service by:

Being polite and considerate to your neighbours, our employees and contractors.
Taking care of your home and any furniture provided by us; keeping your garden tidy.
Reporting repairs promptly and giving us as much information as you can about the fault. That way we will know exactly what needs doing and will be able to deal with it promptly and efficiently.
Telling us about any rubbish or graffiti in your neighbourhood so that we can arrange to have it removed.
Being a responsible pet owner by keeping your pet under control and making sure it doesn’t cause a nuisance to your neighbours.

We will not tolerate foul, abusive language or violent and threatening behaviour towards our employees or our residents. We will take legal action where we can to deal with such cases.

How can I get in touch?

You can contact us by visiting or telephoning your neighbourhood office or sending us an email. Our neighbourhood offices are open between 9am and 5pm, Monday to Friday, except on Wednesday when we close at 4pm for staff training.

If you want to report a repair, One Call (01744) 637383 is open from 9am to 6pm, Monday to Friday. At all other times there is an out of hours service in operation.

Click here to find out how to contact our local neighbourhood offices>
Click here to find out how to report a repair>
Click here to read our service standards>
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