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What you can expect from us

Service Standards at a Glance

To help us deliver a consistent and high-quality service to Customers, here’s a simple breakdown of how and when we respond to different types of contact

How Customers Contact Us

  • Phone
  • Email
  • Online Chat / WhatsApp
  • Web Form
  • Complaints Email

General Enquiries (GEs)

This is how we internally create and allocate your contact to individuals and teams within Origin

  • Customer must be given the GE reference number
  • Initial response and contact with resident: must be within three working days
  • Resolution target: within 10 further working days (in addition to the initial three working days)
  • If we can resolve it quicker – we will!

Phone Calls

  • Aim to answer within three minutes
  • We try to resolve there and then
  • If not, we raise a GE and follow GE timeline above (three plus 10 working days) 

Contact Centre

**Email** (enquiries@originhousing.org.uk)

  • We aim to reply within two working days
  • If a GE is needed, create and allocate within first two days, follow GE timeline (three and 10 working days - above)

Online Chat & WhatsApp

  • Reply within 90 minutes (during business hours).
  • If a GE is needed, create and allcoate within first two days, follow GE timeline (three and 10 working days - above)

**Web Form**
Same as email.

Complaints

(complaints@originhousing.org.uk)

  • Initial reply to emails about a complaint within five working days
  • Then:
       - Service request: three more working days
       - Stage 1 complaint: 10 more working days
  • Other follow-ups/enquiry emails: three working days

Direct Emails to Colleagues from Customers

  • Response within three working days
  • GE raised if needed - follow GE timeline above (three and 10 working days)

Rent & Service Charges

  • Initial response: within two working days
  • Service team response: within two working days

Anti-Social Behaviour (ASB)

  • Response to contact within two working days
  • Follow-up/risk assessment within two more working days
  • Updates if complex: within additional 10 working days as the GE process - Agree a plan with Customer if more time is needed and the issue is complex

Complex Enquiries

  • Initial response: three working days
  • If a GE is needed, follow GE timeline above (three and 10 working days)
  • Agree a plan with customer if more time is needed and the issue is complex