Customer Service
Values
The Association is committed to providing a good service to its tenants and others that we deal with. Underlying this commitment are the following values:
- We believe that people should come first and that we should do our best to meet our residents’ needs and aspirations and improve where we can their quality of life.
- We believe that we should offer a friendly, efficient and quality service for all our tenants, owners and sharing owners and otherssuch as prospective tenants, tradesmen, contractors, consultants, other housing associations and agencies that we come into contact with.
- We believe that our colleagues and other departments that we deal with are our internal customers and as such should be treated with dignity and respect and that we should be flexible and encourage teamwork and harmonious relationships.
- We believe that all our business should be conducted with honesty and integrity and that we should engender trust between our residents and our committee and staff through our open mindedness and communication.
- In order to reflect the diversity of the community within which we work, we believe that we should conduct our business openly and fairly to ensure equality of opportunity for all.
- We believe that we should be dynamic and strive for continuous improvement in all that we do.
Appeals and Complaints
As said above, the Association is committed to providing a good service to its tenants and we want to hear from you if we do not meet your expectations. You have a right to appeal against a decision which a member of staff has made in accordance with our policies and procedures but only where you feel you have good cause. Additionally, if you feel we have not acted in accordance with our policies and procedures and that you have suffered because of this, you may make a formal complaint. You should write firstly to the Director and if you are unhappy with her decision, you should then appeal to the Management Committee. Please see important documents for our Customer Service Booklet and Formal Complaints Form.
Staff
The Association currently employs 15 members of staff as follows:
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Corporate Services
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Niall Gordon
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Director
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Isobel Ferguson
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Corporate Services Officer
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Catherine Leishman
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Finance Assistant
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Deborah Hume
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Customer Services Officer
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Housing Services
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Morag Chalmers
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Housing Services Manager
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Gillian Bell
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Housing Officer for Allocations, Wider Action & Tenant Participation (Currently on Maternity Leave)
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Murray Landale
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Housing Officer for Broadholm, Pinewood and Stonedyke Area
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Janie Preston
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Housing Officer for Waverley Area
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John Drum
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Housing Officer (Covering G Bell Maternity Leave)
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Mandy Kemp
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Customer Services Assistant (Currently on Maternity Leave)
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Marilyn Haig
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Temporary Housing Assistant (Covering M Kemp Maternity Leave)
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Technical Services
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Brian Sweenie
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Technical Services Manager
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Camay Chow
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Technical Services Officer
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Fionna Wood
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Assistant Technical Services Officer
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