We have always prided ourselves on our commitment to excellent Customer Services. Our first and primary Corporate Objective reads:
CUSTOMER
By involving our customers and stakeholders, we will create sustainable and thriving communities and provide quality homes and services.
Our customers are all those with whom we have dealings - not just our tenants but our partners, our contractors, our stakeholders and visitors to the organisation. In all cases we seek to treat people fairly, courteously and fully in line with our Standards of Customer Service.
Habinteg has always sought to underline its commitment to Customer Services through regular assessment against national standards. We were successfully assessed as a Charter Mark organisation in 2000 and proudly retained the Standard, through 3 further assessments over a decade up until 2011 when Charter Mark was superceded by Customer Service Excellence (CSE). We are delighted to have been successfully measured against this new national Standard on each successive occasion.
The Association was most recently assessed under the Rolling Programme of the CSE Standard in November 2022.
Out of 57 criteria, the Association achieved [last year’s figures appear in brackets]:
• 21 [20] Compliance Plus/Best Practices
• 35 [37] Full Compliances
• 1 [0] Partial Compliance
• 0 Non Compliances
'‘The CSE team has worked hard to develop their service using the Standard as a business improvement tool. Lots of new evidence was presented this year. There are now 21 elements that have been awarded a compliance plus. The assessor's recommendation is that Habinteg Housing Association is well deserving of re-accreditation to the Standard’.
Customer satisfaction is one of the most important and valuable measures of how we are performing in this area. We are always looking to improve the way we provide our services and the best way of doing this is to seek your views.
COMPLAINTS
We are committed to providing you with a high standard of service at all times. However, we accept that there may be occasions when you are not satisfied with the service which you have received and, as a result, you may wish to make a complaint. You may use the above online enquiry form to lodge a complaint or, alternatively, you may wish to telephone or put your complaint in writing. We will acknowledge your complaint within 5 working days and endeavour to supply a full response within 15 working days.
If you wish to use an official complaints form, please download a copy by clicking HERE. The form is accompanied by a copy of our Complaints Policy and Procedure.
