Service standards

We want to provide customer service that exceeds your expectations.

We are committed to making sure that our services meet the standards and outcomes detailed in the  Scottish Social Housing Charter.

Our commitment 

We will:

  • Treat you fairly, with respect and in a professional manner
  • Be polite, honest and courteous at all times
  • Always identify by name and wear a name badge
  • Ensure, by listening to you, that your needs are identified and understood
  • Provide information or advice which is concise, accurate, jargon free and in plain English
  • Provide information in large print, Braille or audio tape on request
  • Provide access to hearing loops and translation or interpretation services on request
  • Respect your right to confidentiality and keep your personal information secure in accordance with data protection legislation
  • Always make sure that someone takes responsibility to deal with your enquiry so we can resolve as many enquiries as possible at the first point of contact
  • Make sure our staff have excellent customer care skills to deliver our services
  • Use any feedback you provide to shape the services we deliver


Our expectations of you

Our standards are what you should expect from us, but we also ask that you:

  • Treat our staff with courtesy, respect and dignity
  • Keep any appointments that you have with us
  • Give us the information we need to help you
  • Give us your views and suggestions to help us improve our services 


Give us your feedback

If you feel that we have not met the levels of customer service you expect from us then please contact us.

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