Customer Service Standards

Housing for Women is committed to putting customers at the heart of everything we do. With direct 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 feedback from our customers and act on this where possible.

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. Acknowledge your request for a repair within 1 working day. Each type of repair has a maximum response time to complete the job:
  • Emergency - 4 hours (to attend and make safe)
  • Urgent – 5 working days
  • Routine - 20 working days
  1. We will acknowledge all complaints, compliments and comments within 2 working days and will formally respond within 10 working days.
Quick Exit

COOKIE NOTICE: Housing For Women uses cookies to store information on your computer, in order to improve your experience when using our website. One of the cookies we use is essential for parts of the site to operate and has already been set. You may delete and block all cookies from this site (using your browser), but parts of the site may not work. To find out more about the cookies we use and how to delete them, Read More.