Grampian Housing Association’s Customer Care Plan explains the levels of service delivery customers can expect.  As well as letting customers know about how their visit, telephone call or correspondence will be handled, advice about issues such as rent, repairs, support services and customer participation is provided.

Grampian Housing Association is committed to improving the levels of service delivery to all its customers.  This plan informs customers of the service they can expect from the Association.  

Callers to the office

We will attend to every caller to the office promptly or arrange a mutually convenient appointment.  An interview room is available for confidential discussions on request.

Telephone calls

We will answer all telephone calls promptly or arrange for a message to be taken and aim to return all calls within 24 hours and no later than 3 working days. An out-of-office message will be recorded for prolonged periods of staff absence.

Correspondence

We will respond fully to every letter / e-mail / text within 5 working days or send an acknowledgement within 3 working days if a full answer cannot be given.

Rent

A range of methods are available to pay your rent. We will advise tenants promptly of any arrears of rent and will offer advice and assistance to agree a repayment agreement should tenants fall into rent arrears.  We will keep tenants advised of every stage of the process.  If you are having difficulty paying your rent we can give you information and advice.

Repairs

We aim to provide a responsive repairs service.  Our response times, how we categorise our repairs and examples of types of repairs are explained below:- 

Emergency repairs: 3 hours
Examples are fire, flood, gas leak, break-in

Essential repairs: 2 days
Examples are water leaks, blockages, no heating, no hot water, faulty locks, electrical repairs, plumbing repairs

Routine repairs: 15 working days
Examples are internal joinery works, plasterwork, building work, roof repairs, external repairs

We will send a copy of the works order to tenants for every repair reported and will investigate any unsatisfactory delays or standards of work reported by tenants.

Please send back the questionnaire even if you are happy with the service!

Planned improvements

We will consult with tenants as early as possible on any major work that is likely to affect their home.

Customer participation

We offer a range of opportunities to help customers get involved in the activities of the Association.  We will respond positively to any requests for increased involvement from individuals or groups of tenants.  We offer advice and assistance in establishing and running tenants’ associations or joining Count me in, our customer panel.

Confidentiality

We will ensure that the information we hold about you is kept securely and that your records are kept up-to-date and are as accurate as possible and will only share this information where we have a legal obligation to do so under the General Data Protection Regulation (GDPR). Privacy notices for our customers are available here.

Equalities

We are committed to ensuring that everyone can access the housing and services offered by the Association.  We will provide information in plain English.  Information can also be provided in alternative formats.  When required we can organise translation and interpretation services.  Home visits can also be arranged.

Support services

The Association has access to a range of services to help you maintain your tenancy and where appropriate can refer you to ASSIST (housing support project) or SMART (free, confidential money advice and debt counselling service).

Treatment in your homes

Staff will be courteous and respectful when visiting you in your homes.

The Association would welcome any comments from customers on areas that could be improved.

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