Announcements

  • Listen to our site with Browse Aloud Plus. For more information click here.
  • Are you missing out on unclaimed benefits?. For more information click here.
  • Habinteg is forty years old in 2017. For more information click here.
  • Stunning new homes handed over in Comber. For more information click here.
  • Introducing our new text messaging service for tenants. For more information click here.
  • Habinteg and Radius support older persons club in Holywood. For more information click here.
  • fortieth anniversary lunch reception caps year of celebration. For more information click here.

Customer Services

We have always prided ourselves on our commitment to excellent Customer Services. Our first and primary Corporate Objective reads:

CUSTOMER
To provide quality services to all our customers and place a strong emphasis on community involvement

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2000 and proudly retained the Standard, through 3 further assessments over a decade up until 2011 when Charter Mark was superceded by Customer Service Excellence (CSE).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 three successive occasions.

The Association was most recently assessed under Rolling Programme 1 of the CSE Standard in June 2016.

Out of 57 criteria, the Association achieved [last year’s figures appear in brackets]:

• 13 [11] Compliance Plus/Best Practices
• 44 [44] Full Compliances
• 1 [3] Partial Compliances
• No Non Compliances

The Assessor commented that it was clear that the Association had made significant improvements in the area of customer service since the last assessment and the remaining 1 partial was related to benchmarking our performance with regard to timeliness and quality against similar organisations

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.


We would like to thank those tenants who take part in our Annual Tenant Satisfaction Surveys and all those who participate in the wide range of additional surveys and Mystery Shopper exercises throughout the year. Summary results from surveys and questionnaires carried out with tenants are published annually in our How Did We Do? document, available on the Tenant  Publications  page of this site. We also produce an Action Plan for staff to respond to issues raised through Satisfaction Surveys. Steps taken to address any concerns and improve services are also reported on in the How Did We Do? Full results from Customer Services programmes and surveys can be viewed below.

SURVEY RESULTS LAST 24 MONTHS

Tenant Satisfaction Survey 16-17

Tenant Satisfaction Survey 15-16

Tenant Satisfaction Survey 14-15
 

OLDER SURVEY RESULTS

Tenant Satisfaction Survey 12-13 

Tenant Satisfaction Survey 13-14
 

MYSTERY SHOPPER REPORTS

Mystery Shopping Report 2015

Mystery Shopping Report 2013

Mystery Shopping Report 2011

 

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.

Complaints and Anti Social Behaviour Report 2013-2014
Complaints Report 2012-2013

Under the Data Protection Act, you can request access to personal information which we hold about you. There is a formal process and charge associated with this request. For full information or to make a request, please download the form below.

Data Request Form

You may also submit a request to access / view CCTV footage or imagery in which you directly feature. Again, please note there is a charge for this service. Please download the form below.

CCTV Access Request Form

Have a question? Click here to get in touch!