Phone maintenance on Monday

Important: Please be aware that there is a possibility of some disruption to our phone lines on Monday due to some essential maintenance.

If you cannot get through via telephone, you can contact us in other ways.

You can send an email to with your query or you can report repairs, make payments and much more via our website, or the resident portal.

You can also use the mobile app, which you can download from the App Store and Google Play.

Customer commitments

Customer commitments allow you to see exactly how Derwent Living is performing in the area where you live. As well as finding out if you’re getting the best level of service, you can also compare against the other areas in which we operate.

For 2013 we have included targets for each commitment.  Targets were agreed with customers through a range of consultations, both at meetings and online.

Customer commitment 2013 target
We will return your call within 1 working day 85%
We will resolve your phone query at first point of contact 65%
We will acknowledge your complaint by phone within 2 working days 85%
We will offer a resolution to your complaint within 10 working days 85%
We will complete any ’emergency’ repair within 24 hours 96%
We will complete any ‘urgent’ repair within 5 working days 94%
We will keep appointment dates and time slots that we agree to give you for your repairs 85%
We will not close your ASB case without your agreement 100%
If you report a repair that needs inspecting, a surveyor will visit and raise a job where necessary within 7 working days 80%
We will respond to reports by victims of ASB, including those made to our 24 hour reporting phone line, within one working day and discuss how to proceed with you and make sure that you understand the options available 90%

Customer commitment areas

Local offers map

Attending the meetings

Performance against the Customer Commitments is regularly reviewed by customers at the Derwent Living Performance Panel. This provides a way for customers to challenge Derwent Living to improve performance across the organisation and ensure that high standards are being met for all customers regardless of the area where they live.

If you are interested in coming to the Performance Panel meetings contact the Resident Involvement team.

You can download the Performance Panel terms of reference here.

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