The Grampian Deal

In April 2023, Grampian Housing launched 'The Grampian Deal — Our promise to you'.

This is a programme for customer service excellence. Over the last couple of years, we have been asking customers and staff for their views on the services we need to improve and how are we going to address these. The Grampian Deal is our promise to customers on the commitment to continuous improvement of our service delivery, timeliness, information, professionalism and staff attitude.

The Grampian Deal has been developed with customers in mind by holding customer workshops and conducting surveys to find out what the priorities are for our customers. One of our key strategic objectives is to provide local, customer focused services and to do this effectively we must listen to customer feedback and respond to that feedback efficiently.

The Grampian Deal is categorised into four areas of service delivery:

  • Customer Service
  • Communication
  • Communities
  • Contractors

This strategy delivers on the following outcomes from The Grampian Deal.

The Grampian Deal - Customer Service Image

Customer Service

We are committed to offering a high quality and responsive service to you every time you contact us.

We will do this by:

  • providing accessible services and keeping our processes as simple as possible;
  • using your feedback to improve our services;
  • meeting you in your community and building a warm and professional relationship with you.

 

The Grampian Deal - Communication Image

Communication

We are committed to communicating with you openly, consistently and meaningfully, always with the goal of increasing your awareness of the services and opportunities open to you.

We will do this by:

  • using the method of communication you prefer;
  • working hard to keep you in the loop.
The Grampian Deal - Communities Image

Communities

We are committed to working with others to promote and support local initiatives to improve your community.

We will do this by:

  • engaging with our communities through a variety of methods including walkabouts, Neighbourhood Officers and local agencies;
  • carrying out estate walkabouts, involving you during this process and listening to your concerns and reporting back on how we will address these issues.
The Grampian Deal - Contractors

Contractors

We are committed to working with our contractors to deliver a great repairs and maintenance service.

We will do this by:

  • providing accurate and timely information about repairs and planned maintenance;
  • ensuring the work is of a first class standard and to your satisfaction;
  • letting you know what is to be done and when;
  • dealing promptly with dissatisfaction when things go wrong;
  • treating you and your home with respect;
  • asking you what you thought of the service.