Arawak Walton’s Customer Service Charter

Our Commitment To Customer Service

Deal with you quickly, politely and fairly. We will do this by:
  • Being polite and respectful at all times, treating you as an individual and being sensitive to cultural differences
  • Wearing our name badges at all times and identifying ourselves by name when we answer the telephone
  • Making sure you are fully aware of the options available to you
  • Answering your telephone call within 4 rings and transferring you without delay to someone who can help: we will phone you back if you ask us to
  • If the person you wish to speak to is working but not available they will call you back within 24 hours for none urgent issues
  • Providing a clean, tidy and welcoming office opening : Mon-Fri 9.00am-5.00pm
  • Keeping appointments
  • Keeping waiting times to a minimum if you arrive without an appointment and arranging a convenient time for an appointment if the person best able to help is not available
  • Helping you if you have difficulty filling in a form
  • Providing an interpreter if you find English difficult to understand
  • Training staff to respond to you effectively and fully, showing consideration and fairness at all times

Give you useful and accurate information about the services we provide. We will do
this by:

  • Giving you information on how long you may have to wait for rehousing with us
  • Providing you with detailed information on the location type and size of housing in our stock
  • Providing information on how to access waiting lists of other social landlords and local authority central registers
  • Letting you know within 14 days whether we are able to help you with housing
  • At the time of offering you a home provide detailed information on the property itself and the area you will be moving into
  • We will make the process of signing for a new tenancy as thorough as possible including assistance with any external forms you may need to complete


Provide a high quality repair service.
We will do this by:

  • Fixing problems at the same time as inspecting it where possible
  • Asking for your comments on our service each time we carry out a repair and using these comments to improve our service
  • Taking your views into account when we review the list of contractors we use
  • Requiring our contractors to treat all tenants with courtesy and respect using the Contractor code of conduct as an official guideline
  • Making appointments convenient for you, when practical, for a contractor to call within normal working hours
  • Keeping you informed if there are delays in dealing with a repair
  • Having a service for emergency repairs outside of office hours 365 days a year
  • Setting response times for carrying out repairs which limit inconvenience to the tenant while making best use of funds
  • Monitoring our performance in dealing with your repair request and publishing the results in newsletter four times a year
  • Undertaking programmed / planned works to maintain the quality of homes we provide and deal with design issues identified by tenants
  • Providing where practical adaptations to your home, should you or a member of your family require them because of disability or your day to day requirements have altered since you first moved in to your home


Make it easy for you to question any of our decisions. We will do this by:
  • Keeping you informed about what we do or intend to do in Newsletters and via our website –
  • Putting right mistakes you tell us about
  • Having a complaints procedure which is quick, and easy to understand and use
  • Investigate your complaint, tell you what action we will take and inform you
  • Contacting you when the complaint appears to have been resolved to check the situation

Ask you what you think of our service and act on what you say. We will do this by:
  • Reward you for carrying out surveys of what you think of our services and telling you the results
  • Having a service improvement plan based on the outcome of these surveys
  • Consulting you on how best to develop our services
  • Providing various means for you to make suggestions about our services and act on your comments
  • Offering home visits where it is difficult for you to get to us