Customer Care

Twin Valley Homes, together with the Independent Tenants Federation have put together service standards. These set out the standard of service customers can expect when contacting tenants. Every 3 months, Twin Valley Homes independently mystery shops all teams to check they are providing services that we say we will.

Click here to see the latest mystery shopping results

Click here for our Service Standards

Every 3 months, Twin Valley Homes employ a team of independent mystery shoppers to check the standard and quality of the services provided to tenants. These include face to face visits, telephone checks, and letter and email contacts. Our service standards set out the level of service expected and "how we are doing" shows how we are doing.