Your home, your handbook

Providing you with outstanding customer service

Our promise to you

Is to deliver outstanding customer service.

What you can expect

As a customer of Johnnie Johnson Housing you can expect us to:

  • Always be professional and take ownership; with a ‘can-do’ approach
  • Always be responsive, positive and  make decisions
  • Always be accessible and flexible
  • Always be approachable and respectful
  • Always treat you as an individual
  • Always listen to you and learn
  • Always aim for quality and efficiency

What we will do

Our core service for all our residents, whatever their age or level of need:

Customer contact

Our Customer Service Hub will be available from 8.30am to 5.30pm Monday to Friday. We aim to answer all our calls within 20 seconds and for our customer service advisors to answer your queries at first point of contact. Where they cannot deal with them initially the query will be passed onto the relevant staff who will respond to emergency matters within 24 hours, urgent queries within 3 working days and non-urgent within 10 days.

Repairs and maintenance

When you move into a Johnnie Johnson property, your new home will be clean and safe; we will have completed all emergency repairs and carried out safety checks.

We will carry out emergency repairs within 24 hours. All other non urgent repairs will be carried out by appointment within 14 days. Repairs can be reported to the Customer Service Hub, any member of the housing team, via Astraline or our website. If a gas appliance is fitted in your property, every 12 months we will visit your home to carry out an annual service and issue you with a Gas Safety Certificate.

Property management

Services provided as part of your rent will be detailed in the service schedule. Types of services that are provided include cleaning, window cleaning, grounds maintenance and gardening. You will be given a specification for these services and be advised when they will be carried out. We will monitor the quality of the services provided on a regular basis.

Your rent

We will send you details of your new rent and service charges at least one month before they are due to change. We will maintain service charges at the best possible value. If you are in arrears we will advise you within 10 working days of the missed payment and give benefit advice if required.

Anti-social behaviour 

We take incidents of anti-social behaviour very seriously, you can report these via the Customer Service Hub, in writing to our office and online at In emergency cases we will respond within 24 hours and in all other cases within 3 working days.

Resident Involvement

We offer a range of opportunities for residents to get involved with us. Face to face contact such as regional forums, working as resident inspectors and attending residents associations and scrutiny panels. We also use electronic methods such as completing surveys and being a part of our editorial panel. For more details contact us on


You can report a complaint to us in a number of ways: via a member of the housing management team or, contact our Customer Service Hub, email us at, using the online form on our website or in writing to our offices. We will acknowledge your complaint within 3 working days and you will receive a full response within 15 working days. We offer an advocacy service for customers wanting to make a compliment or complaint and wanting additional support. 

For more information on this service, please refer to page 2 of the handbook.

Additional services

We also provides a 24 hour alarm monitoring service, Astraline which is our 24/7 control centre based at head office in Poynton. Astraline became operational in 2000 and its original purpose was to provide a high quality telecare monitoring service to all of our Independent Living customers. Through continuous investment in new technology, Astraline plays a key role in supporting people to live longer and better by enabling them to remain independent.

The service has since evolved and we now provide a number of services to individuals and other housing associations across the UK.

This includes:

  • Monitoring a range of alarms including smoke, inactivity, fall and carbon monoxide sensors as well as mobile devices with location services that help us find you in an emergency
  • Welfare check calls
  • Personal alarm services for individuals living independently in their own homes
  • Alarm systems for vulnerable adults and lone workers
  • Support for people living with long term conditions such as dementia, diabetes or experiencing social isolation
  • Out of hours emergency repairs services

For more information please visit or or contact us via the information on page 2.