Service standards

We are committed to providing a high standard of customer service every time you contact us. Our customer service standards detail our range of services and also the standards you can expect to receive from DCH.


Customer service standards

General customer service standards
Contacting us

you can contact us by telephone, email, post or via our website.

you can reach our Customer Service Centre for emergency calls anytime outside normal working hours. This may include emergency repairs or serious antisocial behaviour

when you call us we will aim to answer your call within 180 seconds if we are not able to do this we will offer to call you back. If you leave us a call back request we will call you back on the same day

anyone from DCH who you talk to or meet will give you their name or show you official identification

we will agree an appointment with you for a repair, a home visit or to meet a member of staff at a convenient time

if we have to cancel and rearrange an appointment we will aim to give you 24 hours' notice

if you email or write to us we will contact you by the same time on the next working day. If the reply is not a full response, we will respond in full within 10 working days. 


Download our full customer service standards here

If you have any questions about our service standards please contact your neighbourhood manager. Click here to find out who your neighbourhood manager is.