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.