Horizon Launches New Customer Service Charter
This was carried out with support and guidance from TIS. The group reviewed our current standards, compared these with a number of other RSL’s and made a number of recommendations that were presented to our Board.
The new Horizon customer service charter was approved by our Board, and we are pleased to now launch these new standards. These are based on our values of Respect, Inclusiveness, Integrity, Improvement and Support, and these values underpin all our activities and services. The standards outline what you should expect form Horizon and also what we ask of you.
If you would like you get involved in any future scrutiny projects and play your part in ensuring our services meet the needs of all our customers, please get in touch with your housing officer.
Our Horizon customer service charter charter tells you what to expect from Horizon staff and contractors. They are part of our commitment to put you first and deliver services that are accessible to everyone.
Our commitment to you
High quality customer service is at the heart of everything we do, and we want to get it right first time. We are committed to providing an efficient and customer-focused service and are responsible for making sure that our services meet the standards and outcomes detailed in the Scottish Social Housing Charter, which aims to improve the quality and value of the services we provide. Our Customer Service Charter tells you what to expect from Horizon staff and contractors. They are part of our commitment to put you first and deliver services that are accessible to everyone.
Our approach
Our customer service approach is based our values which are:
- Respect - We treat everyone with empathy and kindness.
- Inclusive - We aim to meet individual needs and recognise diversity.
- Integrity - We always act with integrity and honesty.
- Improvement - We aim to continuously improve what we do to benefit our customers, staff, and stakeholders.
- Support - We will be supportive in our approach with customers, staff, and stakeholders.
Our standards are what you should expect from Horizon, and we also ask that you:
- Treat our staff with courtesy, respect, and dignity.
- Treat our property and your neighbours with respect.
- Keep any appointments you have or contact us if you need to change the
date or time. - Give us the information we need to help you.
- Give us your views and suggestions to help us improve our services.