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.

Latest News

IMPORTANT REPAIRS UPDATE!

Please note that with immediate effect (Monday 21 December 2020) we are only responding to emergency repair requests.  This follows the Scottish Government's latest announcement that mainland Scotland will move...

Read more

FESTIVE OFFICE CLOSURE

This festive season our Aberdeen and Elgin offices will close at 12 noon on Thursday 24 December 2020 and will re-open at 9am on Tuesday 5 January 2021. During this...

Read more

Adverse impact of Covid-19 on tenants re…

The results of the survey we have undertaken show the huge and long lasting effects Covid-19 has had on many of our tenants and their families.   Responses from 43% or 1,136 of tenants...

Read more

Approval to Move to Tender Stage for Maj…

Project partner, Grampian Housing Association has announced another milestone in its flagship regeneration project.  The Association’s Board of Management has approved a proposal to progress to tender stage for the...

Read more

NHS Scotland Protect Scotland Test and P…

The NHS Scotland Protect Scotland Test and Protect App is now available on iPhone and Android. Follow the link below to download:   Protect Scotland Test and Protect App Download  

Read more

Covid-19 Impact Survey Report

Click here to access the Report. Recently, we asked you to tell us about the impact Covid-19 has had on you and your family and how it has affected your personal...

Read more

Suspension of bulk uplifts in Aberdeensh…

We have been advised that Aberdeenshire Council has suspended all special collections for bulky items such as washing machines.  If you live in Aberdeenshire you can only dispose of large...

Read more

Coronavirus Outbreak in Aberdeen - what …

UPDATE AS OF 12 AUGUST 2020 For the latest information regarding current services offered by Grampian Housing Association please click here.   Following the Scottish Government announcement advising of Aberdeen's lockdown, Grampian Housing...

Read more

Logos for IIP, Healthy Working Lives and Happy to Translate