Customer service

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 customer service standards

At all times we will:

  • Be polite, helpful and treat everyone with respect
  • Respond quickly to your enquiries
  • Give information in ways you find easy to understand including arranging translation services
  • Admit when we have made mistakes and try to put things right
  • Treat all information we hold about you sensitively and in confidence
  • Work within the rules of the Data Protection Act
When you telephone us we will:
When you write to us we will:
When you want to make an appointment we will:
When you visit our office we will:
When we, or a contractor, visits your home we will:

Our expectations from you

Your responsibilities include:

  • Paying your rent, service charges and property management charges on time
  • Taking reasonable care of your home
  • Reporting any repairs we are responsible for as quickly as possible
  • Giving us access to your home to carry out repairs and safety checks
  • Repairing things you are responsible for 
  • Behaving in a responsible way towards West Highland staff,  neighbours and other people
  • Keeping appointments we make with you, or telling us if you can’t keep it
  • Reading information we send you
  • Giving information we ask you for, when we need it

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.