Customer Services Standards

Castlehill Housing Association has always put customers at the heart of everything we do. Earlier this year, we continued that commitment to Customer Excellence by launching our first ever Customer Service Strategy.

We want to ensure that our services treat everyone fairly and with respect. We will always be courteous and professional and ensure that when you contact us, we identify and understand your needs.

At the heart of our Customer Service sits our Housing Service Support team. We have reconfigured this team to ensure that customers get the answer to any enquiry quickly and efficiently, we want to reduce the effort it takes to speak to the right person by answering your queries at the first point of contact.

Our six forward facing Housing Services Assistants are the first port of call when you contact the Association and they have been trained to a high standard to enable them to help you with most queries without having to transfer you to another member of staff. Jennifer Soley, Housing Services Manager said, “Our Housing Services Assistants provide an excellent customer service and are focused on improving the customer experience.”

The Housing Services Support team will consider all your needs and try to see things from your point of view, whilst efficiently dealing with your enquiry in as short period of time as possible.

In return we would ask that those contacting us are polite and patient when dealing with our staff, provide us with as much information as possible and understand it may take a few minutes to find the correct person to answer your enquiry.