Customer Service Charter

Our team are here to support you to remain in your home as long as possible. If you need additional support, please reach out to your Community Housing Officer. If you have any questions or concerns, we’re also here to listen.

Our exceptional service commitment to you is:

• We will provide respectful, honest and transparent customer service
• We will be accessible and responsive to early resolutions
• We will listen carefully to understand your concerns to assist you appropriately
• We will provide clear, accurate and consistent information
• Your personal information, privacy and confidentiality will be maintained at all times
• All staff and contractors will treat you fairly and equally
• If you leave a voicemail, we will get back to you within one working day
• We will acknowledge your email within one working day
• If you write to us, we will post a response within 7 days
• If you attend our office (no appointment), we will aim to respond to you as soon as we are available
• If you attend our office (with an appointment), we will be on time or advise you if there is a delay
• If you request urgent maintenance, we will respond to urgent repairs the same day
• If you request general maintenance, we will respond to repairs within 14 days

Help Us, Help You by;

• Treating all staff with courtesy, respect and patience
• Providing us with clear and accurate information
• Informing us of any issues as soon as they arise
• Keeping your contact information up to date
• Giving us feedback about our service
• Returning our phone calls in a timely manner