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

6. We will acknowledge all complaints, compliments and comments within 2 working days and will formally respond within 10 working days.