Service Standards
We pride ourselves on our customer care. Staff at the SAHA Customer Service Centre have the following performance targets:
SAHA CUSTOMER SERVICE CENTRE RESPONSE | |
Answer a minimum of at least 98% of all incoming calls | |
Answer all telephone calls received at the Customer Servicer Centre within six rings. | |
Respond to all voicemail messages left with the Customer Service Team within 30 minutes. | |
Contact tenants who are in one to three week arrears on a weekly basis. | |
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Send an immediate standard response to all e-mail messages and deal with enquiry within 5 working days. |
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Order all emergency repairs upon receipt, urgent repairs within 3 hours and non urgent on the day of receipt. |
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Send CP12s (gas safety certificates) and electrical certificates to new tenants within 28 days from tenancy commencement date. |
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Send out general correspondence within 10 working days (please note this may be subject to investigation, the correspondent will be kept informed within these timescales). |
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Contact former tenants in arrears within 10 working days of end of tenancy. |
Contact all new tenants to find out satisfaction of service within 20 working days of moving in. | |
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Contact all complainants to find out satisfaction of decision within 10 working days of complainant receiving final response. |
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Contact all residents who have reported anti social behaviour to find out satisfaction of service within 10 working days of the case being resolved. |
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Contact a minimum of 10 tenants each week who have received a repair to find out satisfaction with the repair service. |
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.
If we fall below the staff 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.
