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How we'll make it easy for you to deal with us

Dealing with us service standard

We want you to have a great experience with us so we'll:


Help you to have a positive start in your new home

We will achieve 93% customer satisfaction with your experience of moving home.


We will make it easier for you to get in touch and find the information you need

  • We will aim to answer your call in 20 seconds.
  • We will aim to answer 80% of calls in 20 seconds.
  • We will answer 95% of all customer calls presenting to our customer hub.
  • If you email Trafford Housing Trust, we will respond to you before the end of the next working day.
  • We will achieve 90% customer satisfaction in being easy to deal with.


Aim to resolve your query at the first point of contact, preventing 'hand-off'

We will always aim to resolve your query at the first point of contact 


Clearly explain any changes to rent and service charges

We will send clear information that is designed with customers.


Work with you to shape a personalised digital offer

We will work with customers to develop tailored digital services.