We believe that successful, long-term tenancies start from your first interaction with us and continue with the development of a positive relationship built on open communication and trust. Our aim is to ensure that at all times, tenants, applicants and visitors receive excellent customer service and genuine care from us.
At Homes North, we are committed to knowing our customers and meeting their individual needs. We aim to provide the highest level of assistance across our range of services.
This means we will:
Homes North ensures that customers have access to service and information. We will work with customers to remove or limit barriers to access and information.
This means we will:
We value your opinion and want to hear what you think about the quality of our services. We will use your feedback to improve our products and services.
This means we will:
Homes North is committed to maintaining strict confidentiality in relation to customer records, application records and any other documents of a personal nature. Our customer information is regulated by the Privacy and Personal Information Protection Act 1998 (Privacy Act); the Health Records and Information Privacy Act 2002 (Health Privacy Act) and the Crimes (Domestic and Personal Violence) Act 2007.
These laws tell us:
|At our front counters||Service standard|
|Waiting times||90% of our customers with simple enquiries are assisted within 10 minutes|
|Directing customers to the correct source for their enquiries||Accurate information 100% of the time|
|Name badges and ID worn by staff||100% of the time|
|When contacting Homes North||Service standard|
|Answering the phone||Within 3-4 rings. Bright & friendly correct greeting 100% of the time|
|Responding to telephone messages||Response within 1 working day|
|Responding to social media contact||Response within 1 working day|
|Responding to urgent customer letters, emails & faxes||Response within 1 working day|
|Responding to general customer letters, emails & faxes||Response within 7 working days|
|Complaints & Appeals lodged with Homes North||Outcome within 21 days|
|Emergency repairs e.g. sewer overflow, safety, essential services failure, dangerous roof leaks||Within 24 hours of report|
|Urgent repairs e.g. Plumbing, carpentry, glazing, electrical (non-emergency), heating/cooling||Within 5 working days of report|
|Routine repairs e.g. General repairs, hole in wall||Within 28 days of report|
|Response times||Service standard|
|Maintenance issues that are generally of imminent danger such as exposed electrical wires and no power to property, sewerage overflowing or sewer choke to toilet, unable to secure premises (generally broken windows or doors), major water leak, exposed asbestos, gas leak or no gas. Serious storm damage such as flooding, make safe from fire damage||Emergency - 4 Hours|
|Sewer chokes to kitchen sink or laundry tub or shower, roof leak, no water to premises, minor water leak||Urgent - 24 Hours|
|No hot water, stove/ oven not working, fence fallen over or insecure, non- functioning individual power points or light fittings||High Priority - 2 Days|
|Urgent or minor vacant, partial repair to stove/ oven when the majority of the stove is still working, dripping taps||Priority - 5 Days|
|Any non-urgent works, planned maintenance, adjusting of doors and windows||Routine - 28 Days|
Please note: vacants are to be assigned the minimum number of days to complete the necessary works and don’t generally fall into these categories.
We welcome your feedback on the service that we provide. We use your feedback to track our performance against these service standards and improve our service to you.
If you are pleased with our service, would like to make a suggestion for improvement, or feel that we have not met the service standards please let us know.
Ph: (02) 6772 5133
Alternatively, you can provide feedback by talking to a Homes North staff member, or through participation in our annual Tenant Satisfaction Surveys.