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Customer service
We believe that successful, long-term tenancies start from your first interaction with us and continue with the development of a positive relationship built on open communication and trust. Our aim is to ensure that at all times, residents, applicants and visitors receive excellent customer service and genuine care from us.
Commitment to High Quality Customer Service
At Homes North, we are committed to knowing our clients and meeting their individual needs. We aim to provide the highest level of assistance across our range of services.
This means we will:
- Provide a high level of customer service
- Listen to you and value your individual circumstances and address your changing needs
- Treat you in a respectful, fair, non-discriminatory and culturally sensitive manner
- Provide safe and appropriate services
- Provide information related to rights and responsibilities.
Commitment to Accessible Services and Information
Homes North ensures that clients have access to service and information. We will work with clients to remove or limit barriers to access and information.
This means we will:
- Provide offices and services that are accessible and located centrally
- Provide Fact sheets that are easy to read and can be accessed in our offices and through our website
- Provide access to interpreter services free of charge
- Work in partnership with you to identify your needs and assist you to access other agencies to meet your needs.
Commitment to Quality Improvement
We value your opinion and want to hear what you think about the quality of our services. We will use your feedback to improve our products and services.
This means we will:
- Regularly ask you for your opinions, and seek suggestions on the services we offer
- Provide opportunities for you to take an active role in decision-making about our services
- Develop new services that take into account your feedback
Commitment to Privacy
Homes North is committed to maintaining strict confidentiality in relation to client records, application records and any other documents of a personal nature. Click here to read Homes North Privacy Statement.
These laws tell us:
- What information we can collect and how we collect it
- How we store and protect personal and health information
- How you can find out what information we hold and correct it if it is wrong
- How we can use and disclose your information including special protection for health safety and other sensitive information
- How you can complain about breaches of your privacy
For more information, please refer to our Privacy Statement.
Homes North target and our service standards
| At our front counters | Service standard |
|---|---|
| Waiting times | 90% of our customers with simple enquiries are assisted within 10 minutes |
| Directing customers to the correct source for their enquiries | Accurate information 100% of the time |
| Name badges and ID worn by staff | 100% of the time |
| When contacting Homes North | Service standard |
|---|---|
| Answering the phone | Within 3-4 rings. Bright & friendly correct greeting 100% of the time |
| Responding to telephone messages | Response within 1 working day |
| Responding to social media contact | Response within 1 working day |
| Responding to urgent customer letters, emails & faxes | Response within 1 working day |
| Responding to general customer letters, emails & faxes | Response within 7 working days |
| Complaints & Appeals lodged with Homes North | Outcome within 21 days |
| Maintenance | Service standard |
|---|---|
| Emergency repairs e.g. sewer overflow, safety, essential services failure, dangerous roof leaks | Within 24 hours of report |
| Urgent repairs e.g. Plumbing, carpentry, glazing, electrical (non-emergency), heating/cooling | Within 5 working days of report |
| Routine repairs e.g. General repairs, hole in wall | Within 28 days of report |
| Response times | Service standard |
|---|---|
| Maintenance issues that are generally of imminent danger such as exposed electrical wires and no power to property, sewerage overflowing or sewer choke to toilet, unable to secure premises (generally broken windows or doors), major water leak, exposed asbestos, gas leak or no gas. Serious storm damage such as flooding, make safe from fire damage | Emergency - 4 Hours |
| Sewer chokes to kitchen sink or laundry tub or shower, roof leak, no water to premises, minor water leak | Urgent - 24 Hours |
| No hot water, stove/ oven not working, fence fallen over or insecure, non- functioning individual power points or light fittings | High Priority - 2 Days |
| Urgent or minor vacant, partial repair to stove/ oven when the majority of the stove is still working, dripping taps | Priority - 5 Days |
| Any non-urgent works, planned maintenance, adjusting of doors and windows | Routine - 28 Days |
Please note: vacants are to be assigned the minimum number of days to complete the necessary works and don’t generally fall into these categories.
Feedback
We welcome your feedback on the service that we provide. We use your feedback to track our performance against these service standards and improve our service to you.
If you are pleased with our service, would like to make a suggestion for improvement, or feel that we have not met the service standards please let us know.
Complete this form to provide your feedback – click here.
Alternatively, you can provide feedback by talking to a Homes North staff member, or through participation in our annual Tenant Satisfaction Surveys.