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Customer Services

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

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2000 and proudly retained the Standard, through 3 further assessments over a decade up until 2011 when Charter Mark was superceded by Customer Service Excellence (CSE).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 Rolling Programme 1 of the CSE Standard in August 2019.

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

• 19 [18] Compliance Plus/Best Practices
38 [39] Full Compliances
• 0 Partial Compliances
• 0 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 with a further Compliance Plus / Best Practice area identified and maintaining a position of no Partial Compliances.

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.


Tenant Satisfaction Survey 17-18

Tenant Satisfaction Survey 16-17 


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.


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