The standards for staff contact are:

• Society staff should always identify themselves to you.
• Following any contact with the Society, you will be given a clear indication as to what will happen next.
• Requests for written confirmation of any information we give you will be provided within 2 weeks.
• If you are seen by a member of staff who would normally deal with you, they will advise you who your contact person should be and, as far as possible, that person will deal with from then on.

If you call into the office

• You will be met by a polite greeting from our reception staff.
• We will try to assist you, and offer you the best advice and information we can.
• Callers requiring an interview without a prior appointment will have to wait no longer than 15 minutes to see someone from the appropriate department.
• There should always be a member of staff available during office hours, to assist those requiring rented accomodation or properties for sale. However, staff dealing with management or maintenance matters may not be available, as they may out on visits when you call. In this case, a message will be taken.
• You are advised to make an appointment if you intend to visit the office (rather than make a possible wasted journey)
• Assistance for disabled visitors has been provided by the installation of a wheelchair lift, disabled WC facilities, and an induction loop system for those with impaired hearing. We have  established links with agencies providing assistance for visually impaired people, and assistance from those agencies will be utilised as required.

If you send a letter or contact us electronically

• We will contact you within 2 weeks of receipt of your communication.
• If you request an application form, it will be forwarded within 5 working days of receipt of your request.

If you telephone

• If we are unable to deal with your enquiry immediately, or if the person who would normally deal with the matter is unavailable, we will request your telephone number and return your call within 2 working days. If you are not on the telephone, or we are having difficulty in reaching you, you will be contacted within 2 weeks by letter, or by a home visit.

If we visit you at home

• If a visit is made whilst you are out, a card will be left saying who called and how to contact them.
• Requests for an appointment for a home visit will be arranged at a mutually convenient time during normal office hours. If, due to unforeseen circumstances such as staff illness, an appointment cannot be kept by a member of staff, you will be notified by other members of staff, provided you have supplied a contact telephone number.
• Pre-arranged home visits that are not carried out without good reason, may be grounds for compensation payment, if appropriate, e.g. loss of earnings.
• Cash payments collected by staff during a home visit will be formally receipted and a copy provided for your records (You are strongly advised to retain receipts, as disputes regarding payment may require you to provide evidence of payment at a later stage)