CASSILTOUN HOUSING ASSOCIATION is a customer-focused organisation. We aim to provide a high standard of service to meet the needs and expectations of our tenants/customers both internal and external.

CUSTOMER SERVICE STANDARDS

• Tenants/Customers/Visitors to our office will be greeted with a smile and referred to by name as soon as possible after it is known.
• On arrival Tenants/Customers/Visitors will register their arrival.
• If a Tenant/Customer/Visitor is kept waiting for any reason then apologies should be given.
• Reception area should be kept clean and free of debris and unnecessary clutter at all times.
• Notice boards should have current up to date information displayed on them and all out of date information should be removed.
• Publicity material should be on display and current.
• Fresh Flowers and mints will always be on display and available in reception. Mineral water or refreshments should be made available to all visitors at all times.
• There will always be a member of staff covering reception and telephones during office opening hours. There will always be at least one senior member of staff available during these hours.
• Office hours are 9.30am to 4.30pm, Monday, Tuesday, Thursday and Friday and 9.30am to 12.30 on a Wednesday. The office is closed on a Wednesday afternoon for Staff Training Purposes.
• There will be no eating or drinking while on duty on reception.
• Our office is a no-smoking building.
• We will ensure confidentiality at all times, including the use, whenever appropriate, of our interview rooms, which are sound insulated.

TELEPHONE STANDARDS

• Telephones will be answered within 6 rings.
• Greetings should be efficient and positive and should include salutation.
• “Good morning/Good Afternoon, Cassiltoun Housing Association” and “How may I help you?”
• Establish reason for call and take appropriate action.
• In case of recipient being unavailable, offer to take a message and record in clear concise manner, including the telephone number and indicate when caller can expect to have their call returned.
• Pass on calls to relevant member of staff to deal with.
• No caller will be given indication that Cassiltoun Housing Association is unable to help. Cassiltoun Housing Association staff will always be able to help – if they can’t personally then they will pass on to a member of staff who can.

LEVELS OF CUSTOMER CARE SATISFACTION

• A customer satisfaction survey will be sent out to members once a year.
• Suggestions/comments box will be made available in reception area.

"CUSTOMER CARE IS THE RESPONSIBILITY OF US ALL"

STAFF TRAINING

• All staff will undergo a specific induction programme. Part of this programme will include a ½ day on customer care with follow up refresher courses.

PERSONAL

• A staff uniform will be made available, although it is not compulsory for non-front line staff to wear at all times. It will be compulsory to wear uniform at official events.
• Staff should be aware that “they make the difference, and that they represent the organisation”.