Customer service standards

Customer service standards

Contact method... Our service standard...
Email

5 working days
Team inboxes - immediate confirmation of receipt
Phone Answer 95% of calls to our landline within 90 seconds
Live chat Answer 90% of live chats within 90 seconds
Written Respond within 5 working days
Voicemail Respond within 1 working day
myB3Living app  Respond within 5 working days
Home visits We will try to arrange this at a time that suits you within 5 working days of your request (or 1 working day if it relates to harassment or domestic violence). 
Office visits We will greet you and aim to assist you with your query. If we are unable to assist, we will check if another person or team can help.

FAQs

You can find our service standards for repairs by clicking here.

Stage 1: We will acknowledge your complaint within 5 working days and respond within 10 working days.

Stage 2: We will acknowledge your complaint within 5 working days and respond within 20 working days. 

Every time you get in touch with us, we will always aim to respond in line with our Customer Ethos:

  • Actively listen
  • Always be honest
  • Deliver a personalised and inclusive service
  • Take ownership of every contact
  • Look for ways to do things better

We're sorry to hear that and we want have the opportunity to put things right. 

You can contact us on 01992 453700 or emailing enquiries@b3living.org.uk. You can also jump on our live chat by clicking here. 

If you'd prefer to raise a complaint, please click here.