Service Standards

Catalyst Communities Housing Association
Service standards

Association (CCHA) is committed to delivering the best services we can. To help us do so, we have set a range of service standards and commitments that we will use to monitor and report on our performance.

Outlined below are our service standards, what we can do, and the level of service you can expect from us. We aim to meet our service standards and, where possible, exceed them.

We will test how well we keep our promises on standards and commitments by:

  • measuring our performance against key measurable service standards
  • carrying out ‘mystery shopping’ through Quality Housing Standard (QHS), who monitor the services we provide (see the glossary at the back of this leaflet)
  • after you have had a service from us, asking you how well we met our standards and commitments, and
  • monitoring the feedback you give us.

We will regularly publish the results of our performance against our standards, including your feedback, in Housing Matters and Town Talk.

We always welcome your views and comments about improving our service. If we do better than you expect, please let us know so we can pass your thanks to our staff. If you feel we have not lived up to our standards and commitments, please let us know so that we can put things right or make changes to improve our service. You can do this by calling your local office or visiting our suggestion page.

Customer service standard

We aim to provide the high level of customer care that you want. Our staff will be friendly and courteous; they will give you their name and respect your confidentiality. Here we set out the standards of care you can expect when you contact us.

General

Key measurable service standard

  • Maintain our Quality Housing Standard certification.
  • We will provide written translations of our key documents within 21 days of receiving your request.
Our commitments
  • Our staff and contractors will be polite and professional.
  • We will treat everyone fairly and according to their needs.
  • We will respond clearly and accurately to the points you have raised.
  • We will always try to resolve your queries as quickly and as efficiently as possible.
  • We will provide important documents in other languages and formats (eg large print, audio and Braille) when requested.
  • We will provide multilingual staff or the use of a translation service if English is not your first language.
  • We will ensure our published contact details are up to date.
  • We will provide information about us and our services on our website.
  • We will make our offices accessible for disabled people.
  • We will provide the same standard of service wherever you live.

 

Download our service standards booklet below.

PDF file Service Standards (407 KB / 32 pages)