Information about our services is freely available to all. We will provide interpreter services for those in need of them.

Making decisions

We aim to:

• Make fair decisions that are open to scrutiny.
• Provide clear and accurate advice about our decisions.
• Provide information about the reason for our decisions.
• Advise clients of decisions about an application for housing within 15 working days.

Consulting with members (tenants/occupants) and staff

We aim to:

• Consult with members (tenants/occupants) and other residents when planning and delivering services.
• Visit each member at least once every 12 months.
• Consult with staff to make sure staff are sufficiently trained to deliver high quality services.

Responding to member’s (tenant’s/occupant’s) complaints and comments

We aim to:

• Respond to correspondence within 10 working days, either by phone or letter.
• Tell clients about the outcome of a complaint and the action being taken within 10 working days.

All clients have access to our formal complaints and feedback system.

Maintaining homes

We aim to:

• Maintain our properties in accordance with the Residential Tenancies Act.
• Urgent repairs (where damage is a risk to health, safety or security) must be started within 24 hours of the client notifying the Association.
• Priority repairs must be completed within 7 days of the contractor receiving the Works Order.

Meeting clients needs

We aim to:

• Meet the needs of clients when acquiring new housing.
• Integrate new housing with the surrounding community.

In our dealings with other officers of the Association, we aim to:

• Support colleagues and treat them with courtesy and respect.
• Have a concern for the welfare of others, trying not to cause distress or harm to them.
• Cooperate and work together as a team, sharing tasks fairly.
• Support training and development initiatives, because they benefit both individuals and the Association.
• Encourage open communication and embrace change as a positive aspect of work.
• Evaluate performance on the quality and not just the quantity of work.
• Make sure our work environment is safe.
• Respect individual differences and adhere to the principles of Equal Employment Opportunity.

Suppliers
When dealing with suppliers we aim to:

• Act fairly.
• Honour agreements we have made with others who act in good faith.
• Expect high ethical standards from others.
• Pay invoices within the terms of the suppliers or if not specified within 30 days of receipt of invoice.

We reserve the right not to deal with suppliers who breach these standards, in accordance with our contract agreements.

Community Groups
We will consult with community groups when appropriate. When dealing with them we aim to:

• Act with courtesy and care.
• Be candid, honest and respect confidences.
• Seek to understand the group’s position so we can find solutions to problems.
• Act in the best interest of members of the Association in terms of the Association’s vision, mission, and objects.

Other Community Housing Providers
When working with other community housing providers we aim to:

• Seek to achieve common goals.
• Encourage open communication.
• Solve problems before they cause inconvenience.
• Act in the best interest of members of the Association in terms of the Association’s vision, mission, and objects.

If a client is unhappy about any matter they can make a complaint to the Association.

Clients are able to appeal any decisions made by the Association in accordance with the Association’s Appeal and Grievance Procedures.