Customer Service Standards

These are the Customer Service Standards you can expect from Loreburn Housing Association.


We will:

  • always be polite, courteous and respectful to you
  • treat you fairly regardless of your age, disability, race, religion or  belief, gender, sexual orientation or marital status
  • guarantee your confidentiality
  • make it as easy as we can for you to contact us

Telephone Contact

We will:

  • answer your calls between 9am and 5pm Monday to Friday, and will have a message service outside these times
  • give you the number of the person dealing with your enquiry
  • provide a 24 hour telephone Repairs service
  • answer the phone promptly and courteously and we will always tell you who you are speaking to
  • make sure the person who answers your call takes personal responsibility for dealing with your problem and taking any follow up action
  • pass you on to someone else if you ask us to
  • take a message for another member of staff if you ask us to, and pass that message to them when they are available

Written Contact & Emails

We will:

  • give you an answer promptly when your write to or email us.  If we can't, we will tell you why and give you an idea how long it may take togive you a full answer
  • use plain language whenever we can
  • give you an email contact address for any staff you are dealing with

Visiting The Office

  • our offices are open between 9am and 5pm each working day
  • you can visit our offices with or without an appointment, and we will always try to help you
  • someone will see you quickly
  • we will provide a private interview room so that you can talk to us in confidence if you want to

Visiting Your Home

We will:

  • normally make an appointment if we need to visit you at home, although sometimes  we may visit you unannounced
  • wear name badges or carry identification
  • treat your home with respect


We will:

  • provide you with a phone number to contact the Loreburn repairs service
  • tell you how to report any emergency repairs, including outside normal office hours
  • make sure our contractors give you a suitable appointment to carry out any work

Rent & Service Charges

We will:

  • give you at least 28 days notice if we are going to increase your rent
  • give you a breakdown of any Service Charge you have to pay, and explain how we worked out the charge
  • consult customers about changes in rent or service charges

Anti-Social Behaviour

We will:

  • treat all reports of anti-social behaviour seriously
  • treat all reports of anti-social behaviour in confidence, and if you have complained, we will never pass on your details unless you give your permission