At Clúid Housing Association, we aim to offer the highest quality customer service to our tenants and other service users.

Our staff

• You can expect Clúid staff to:
• Be polite and respectful
• Take responsibility for issues - we will do what we say
• Be well informed and efficient
• Listen to you, understand your needs and be honest about how we can help
• Treat everyone fairly, without discrimination
• Maintain and respect confidentiality
• Provide help with completing forms, if needed
• Explain all formal documentation (e.g. tenancy agreements) before asking you to sign it

When you phone us

We will aim to:

• Answer your call promptly
• Identify ourselves by name
• Offer to call you back if you have to hold for long
• Return voicemail and other messages promptly, usually within one working day
• If we can’t assist you straight away, we will tell you when you can expect to be called back and follow up accordingly

When you write to or email us

We will:

• Reply within 5 days
• If we can’t provide you with a full response in 5 days, we will acknowledge your letter and tell you when you can expect a full reply
• Put the correct name, job title and contact details on all correspondence

Meeting in person

We will aim to:

• Schedule regular estate visits by Housing Officers and inform tenants in advance of those visits
• Meet you at a time that is convenient for you, whenever possible
• Meet you at the agreed time, or contact you if we are going to be delayed
• Only cancel an appointment if it is totally unavoidable
• Confirm the outcome of any meetings in writing as soon as possible
• Welcome you in offices that are clean and warm and that are accessible, where possible
• Have private meeting rooms available

When you report a repair

We will aim to:

• Respond to an emergency within 24 hours
• Carry out urgent repairs within 5 working days
• Do routine repairs within 20 working days (or 40 days maximum if an inspection is required first)
• Ask contractors to give notice and make appointments for urgent and routine repairs
• Ask you how satisfied you were with the work

Collecting your rent

You can expect Clúid to:

• Send you a rent statement every 3 months
• Give you a chance to make an agreement to clear arrears before taking further action
• Be firm in dealing with arrears so that we have the income to provide services to all our tenants
  Tell you about debt advice services if you have difficulties paying your rent

Getting involved

We will aim to:

• Support your tenants association as long as it meets certain standards
• Fund local activities through our community grant

Communicating with you

We will aim to:

• Write all our letters etc in plain English and keep them free from jargon
• Send you a newsletter three times per year
• Update our website regularly
• Provide every new tenant with a tenant handbook
• Alert tenants to changes to policy or practice through newsletters or other communications
  

Compliments and complaints

If you have been pleased with an aspect of our service, please tell us so that we will keep doing it. If something has gone wrong, please let us know too. If you feel you need to make a complaint we will explain our complaints procedure to you.

If we get it wrong, we will:

• Apologise
• Try to put it right as quickly as possible

What we expect from you

• Be polite and respectful to our staff. Foul language or aggressive behaviour will not be tolerated.
• Read the information we send you and provide information we ask you for. This will help us deliver services more efficiently.
• Keep to appointments we make with you or tell us in advance of any changes
• Tell us what you think we are doing well and what we can improve on. We rely on your feedback to improve our services.