Our Service Standards

Our Service Standards tell you what you can expect from us. For example, the Void Lettable Standard sets out what condition a home should be in when someone new moves in or the Anti-Social Behaviour Service Standard sets out what service you can expect from us if you report ASB to us.

All our Service Standards have been approved by our Tenants Panel.

Our corporate Customer Services Standards [opens in another tab] explains what you can expect from us when you contact any department within the Council.

A full list of Housing Service Standards is below:

Access to Your Home Standard [pdf document]
Allocations and Moving into Your New Home Service Standards 2024 [pdf document]
Anti-Social Behaviour (ASB) Service Standards 2024 [pdf document]
Complaints Service Standards 2024 [pdf document]
Domestic Abuse Service Standards 2024 [pdf document]
Housing Information Standards 2024 [pdf document]
Housing Options and Homelessness Service Standards 2024 [pdf document]
Rent Account Service Standards 2024 [pdf document]
Safety & Quality Service Standards 2024 [pdf document]
Tenant Involvement Service Standards 2024 [pdf document]
Your Neighbourhood & Community Service Standards 2024 [pdf document]

How to contact us

There are several ways you can contact us:

Using your Darlington Home Online account. Register for a Darlington Home Online account[external link] orlog in to your account[external link]. More information on your Darlington Home Online account.
Emailing [email protected]
Calling us on 01325 405333

Any emergency repairs can be reported to 01325 405333 24/7 365 days a year.

What if I am not satisfied with the response?

We hope that we can work together with our residents and listen to their voices and resolve any problems, but if you are unhappy with the response from the Housing team we have a complaints procedure you can follow and you can contact our Complaints Team by:

using their online complaints form
emailing: [email protected]
calling the Complaints team on 01325 406777