Essential Website Maintenance – Thursday 9th January 2020

We will be carrying out essential website maintenance in the afternoon which will affect some functionality. We apologise in advance for any inconvenience the work may cause and will do all we can to keep disruption to an absolute minimum.

Empty Homes Service: Customer charter


Summary (optional)
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Our commitment to you


We will:

  • Treat you with respect
  • Be fair and helpful
  • Treat you as an individual by giving you the service you need
  • Behave professionally
  • Take responsibility when dealing with you, making sure we do whatever is needed
  • Follow our Equal Opportunity Policy
  • Contact you in the format that is best for you, if you tell us what this is
  • Tell you clearly if there is anything you need to do
  • Make sure our offices are welcoming and pleasant
  • Make sure our offices are as safe as possible for all our customers and staff
  • Ensure that all information you provide us with is gathered, held, processed and disposed of in accordance with the Data Protection Act 2018
  • Provide easy to understand information on our website, in person and in our written correspondence
  • Listen to your queries and concerns and let you know how long it will take to deal with them
  • Deal with your comments, suggestions and complaints in a positive and responsible way.

We can offer you:

  • Welsh and English speaking staff
  • A British Sign Language interpretation service
  • Information in Braille or large print on request
  • A translation service on request if your first language is not Welsh or English
  • A private interview room for appointments if you would like one
  • Disabled parking space and facilities.

When you contact us, we will:

  • Answer all our calls where possible. If we are not able to answer calls a voicemail facility will be available. If you leave a voicemail, we will phone you back within 2 working days
  • Answer your query at the first point of contact whenever possible
  • Respond to your letter/email within 5 working days. If this is not possible, we will tell you why
  • Contact you within 2 working days to arrange an appointment if you visit the office and we are not available to see you at that time.

We ask you to:

  • Treat us with respect. We will not tolerate harassment, threats or assaults. We will not accept abuse of any kind, whether face to face or via telephone call
  • Be considerate to other customers
  • Be on time for appointments
  • Give us any relevant information we may ask for
  • Let us know if you have any specific access or other needs
  • Ask us to explain anything you are not sure about
  • Tell us if you are happy with our service
  • Tell us if you are unhappy with our service and how we can improve it.

Next page:  Empty home owners

Previous page:  Get in touch

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