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
- 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