Customer Service Charter
Western Challenge has worked with its customers to develop a comprehensive Customer Service Charter describing the standard of service you can expect to receive. Importantly we make two pledges:
Service Pledge
We will work to ensure that:
- Our customers are treated with respect and have the same rights and ability to access the services we provide, irrespective of gender (and gender reassignment status), background (e.g. gypsies and travellers, asylum seekers), race, colour, ethnic or national origin, faith, sexual orientation, marital/civil partnership status, age, disability, social position, politics, trade union membership or social disadvantage.
- We understand the individual nature of our customers through keeping up to date information and using different forms of research to identify their needs and aspirations.
- Our customers have choice in the way our services are delivered and over the look of their home within our normal business constraints.
- Our customers understand their rights and our responsibilities, the level of service they should expect from us and what to do if they are unhappy with the way we perform.
- Our customers have access to regular sources of information about how we are performing and how well our performance compares with other Housing Associations.
- All of our customers have a variety of opportunities to be actively involved in the shaping of our services and their neighbourhoods.
Accountability Pledge
We will:
- Place customers at the heart of what we do in all aspects of our work, including their needs, priorities and aspirations in our plans.
- Involve customers in the management and control of the Association by having:
- Customers on our Board of Management.
- Regionally based Panels that consider issues that are important to customers and Resident Associations in that area.
- Involve customers in reviews of our performance and our policies.
- Review the way customers are involved in the management and decision making at the Association and together with our customers, make changes when necessary.
You can find out more of the details by reading our Customer Service Charter.
Click here to find out more about our services in your area and how we perform for you.