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:

  • Answer the call quickly – we aim to answer within six rings
  • Tell you who you are speaking to
  • Offer to take a message or arrange to ring you back if the person you need to speak to is not available
  • Reply to telephone messages within one day
  • Use our answer machine only when it is necessary
  • Arrange for a translation service if you do not speak English.

When you write to us we will:

  • Acknowledge receipt of the letter, fax or email within 2 working days;
  • Reply to your letter, fax or email within 10 working days;
  • Let you know if we can’t give a full reply within 10 working days;
  • Use language that is easy to read and understand; and
  • Try to provide information in the best format for you, such as large print, in another language, or on audio disk.

When you make an appointment we will:

  • Arrange an appointment at our offices or in your home;
  • Make the appointment for a time to suit you; and
  • Tell you as soon as possible if we cannot keep the appointment.

When you visit our office we will:

  • Greet you straightaway
  • Make sure our reception area is easily accessible and welcoming
  • See you within five minutes of your appointment time
  • Try to see you within 10 minutes if you do not have an appointment
  • Offer you a private interview room
  • Make sure that our offices contain up-to-date information on our services

When we, or a contractor, visits your home we will:

  • Be on time, if delayed, call you to let you know when we will arrive
  • Show you suitable identification
  • Explain the reason for the visit
  • Respect your home and all reasonable customs
  • Be tidy with our work and clean up
  • Leave a card if you are out, telling you how to contact us

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 feedback

If you feel that we have not met the levels of customer service you expect from us then please contact us.

Stay Connected