We consulted current residents and our service standards reflect what they told us they want: -

• We will always introduce ourselves by giving our name when answering the telephone, and when meeting you face to face.
• We will ensure that staff carry ID cards at all times: in the office, out on estates or schemes, visitng you at home or when attending meetings
• We will deal with your enquiry honestly, respectfully and confidentially
• We will aim to deal with your enquiry at the first point of contact, and if we can’t we will explain why, tell you who your enqiury is being sent to, and provide a name and telephone number for contact
• We will always try to get it right first time, but  if we cannot, we will apologise and work hard to put things right and learn by our mistakes
• We will provide clear and accessible information to you on the services we provide in leaflets, via the website (www.saha.org.uk) and via a quarterly newsletter
• We will ensure our services are accessible to all sections of the community
• We will communicate to you clearly, swiftly and effectively in an appropriate manner.
• We will acknowledge your written correspondence within one working day, and respond fully within ten working days.
• We will provide written communication in language that is clear, easy to understand and free of jargon.
• We will regularly consult with you to ensure that the services we provide are relevant and meet your needs
• We will treat all your personal information in a confidential manner
• We will deal with your complaints promptly, within the speciified timescales, in a positive manner and learn from our mistakes
• We will ensure that our staff are sufficiently resourced and trained to provide a high quality service.

If we fall below the service standards please tell us.  If you feel that you need to complain or wish to make a claim for compensation through the complaint process, please use the resident online services. 

Our formal performance target standards can be found by selecting the Customer Service Centre section.

If you require further information on any aspect of our service, please contact SAHA's Customer Service Centre on 0800 970 6363 (Free from most landlines), or click here for a list of full contact options.