New Customer Service Standards

Published 09 September 2019

Housing for Women is committed to putting customers at the heart of everything we do. With input from our customers, we have developed a new set of Customer Service Standards. Our new standards set out how we intend to deliver high-quality services to meet our customers’ needs.

We will adhere to the following behaviours in line with our EPIC values:

  • Treat people fairly and with respect by considering their individual needs.
  • Actively listen to what is important to you and maintain confidentiality.
  • Be clear, consistent and transparent with all communications.
  • Be approachable and friendly.
  • Acknowledge the query and keep you regularly updated.
  • Set realistic expectations and keep our promises.
  • Obtain and act on feedback from our customers.

Specifically, we will:

  1. Always meet you at your scheduled appointment time or keep you informed if there is a delay.
  2. Acknowledge visitors to our offices on arrival.
  3. Return your call within 2 working days.
  4. Acknowledge external emails within 1 working day and respond to all letters and emails fully within 10 working days.
  5. Respond to a request for a repair within 1 working day. In the case of an emergency repair we will aim to resolve it within 24 hours. Urgent will be 7 days and routine will be within 28 days.
  6. We will acknowledge all complaints, compliments and comments within 2 working days and will formally respond within 10 working days.
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