Service Standards

EHSL's service standards

EHSL will endeavour to respond to its tenants and their support staff in the following timescales. 



We will respond to e-mails within 24 hours during normal business hours.


Phone Messages

We will respond to voicemails and messages taken within one working day.


Letters and written correspondence

If you write to us we will acknowledge letters within 3 working days and respond fully within 10 working days.



If you speak to an EHSL staff member during a visit to your property, we will contact you within 3 working days to follow up.


Repairs and service requests

Day-to-day repairs – We will respond to you by the end of the next working day for all repairs which are not emergency repairs.

Emergencies – We will respond to you within 4 hours of a request being made for an repair which is an emergency.


Further information about repairs and response times can be found on EHSL’s repairs page



If you make a complaint we will acknowledge it within one week and follow the timescales as set out in our complaints policy. Further information can be found on the complaints page of our website.


Office Hours

Our office hours are 9am to 5pm, Monday to Friday, excluding bank holidays.