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Our customer service standards

Our Customer Service Standards

Our promise sets out our commitment to you. We want to give you excellent customer service whichever way you choose to contact us.

Our promise

We will:

  • Provide good quality information so that you know what to expect
  • Be responsive to your needs
  • Listen to you
  • Involve you in shaping the service
  • Provide easy access to services
  • Have good clear and up to date procedures
  • Provide the best services within the budget available
  • Strive to constantly improve


We will answer:

  • Repairs and general enquiries line 01226 787878, Monday to Friday 9am until 5pm, excluding Bank Holidays
  • Emergency repairs 24 hours a day, 7 days a week 01226 787878

We try our best to answer at least:

  • 80% of repair calls within 3 minutes
  • 75% of all other calls within 5 minutes


If you use our eforms you’ll receive confirmation that we’ve got your form. The confirmation will give you a timescale as this changes depending on the form completed. We’ll reply to most simple contacts in 3 working days. If you email us, we’ll acknowledge it within 1 working day and aim to follow up within 5 working days. 

Our Promise To You
Our Staff


We’ll provide you with a full response to your letter (with the exception of complaints) within 5 working days.  Our response will be in plain English.


  • Staff will be friendly, professional, polite, and respectful.
  • Staff will introduce themselves to you, give their name and carry an identity badge.
  • Staff will treat your information confidentially.
  • Staff will take ownership and aim to resolve your query at the first point of contact.
  • Where we can't do this, we will give you details of an officer who can help.

If you have any other communication needs or need help understanding this information, please contact us on 01226 787878.

Your feedback is really important to us and helps us improve what we do. We’re committed to providing a good service. Whether it’s good or bad, we want to hear what you have to say. It’s okay to complain. If you’ve raised concerns about an issue with our service and it hasn’t been dealt with quickly and effectively, please let us know that you remain dissatisfied.

You can make a complaint by:

It's okay to complain

Registered address:

10th floor, Gateway Plaza, off Sackville St, Barnsley, South Yorkshire, S70 2RD

Berneslai Homes Limited is a company controlled by Barnsley Metropolitan Borough Council. A company limited by guarantee, registered in England and Wales, number 4548803