It’s all about you…

• Communicate with tenants in a polite and friendly manner;
• Listen to tenants and respect their views;
• Behave respectfully and professionally;

• Be approachable, welcoming and friendly with everyone;
• Ensure that everyone we engage with feels respected;
• Take time to listen and get to know tenants and their needs;
• Ensure that information is accessible, such as the provision of            interpreters, large print, etc;
• Provide access to translation and/or interpretation services on request;
• Be aware of and understand our communities cultures and beliefs;

• Speak honestly and be open;
• Help wherever possible;
• Do the right thing, even if it is not the easiest thing to do;
• Take responsibility and proactively resolve any issues;
• Do what we say we are going to do, and take the time to communicate updates;
• Ensure any information you share with WGHC will be treated in a confidential manner;
• Take pride in the work that we do and recognise we are doing it for our tenants;

• Be committed to providing good quality homes and working with tenants to make West Granton an attractive place for people to live with good quality housing and local environments, as well as deliver services that meet tenants needs;
• Seek to do our best with excellence as our standard;
• Strive to improve what we do for our tenants;
• Listen to you and take positive action to improve our services;
• Look for ways to make a positive difference through the work that we do;

• Have a “how can I help” approach;
• Show consideration and understanding; and
• Listen to tenants concerns and help resolve issues wherever possible.

• Answer calls promptly within five rings when the office is open.
• Tell you who you are speaking to.
• Respond to telephone messages you leave on our voicemail, when the office is closed or calls are diverted to voicemail for other reasons, within one working day of message being left.
• Call you back, if you have asked us to, within two working days. If you want to speak to a specific person who is not available, we will let you know when you can expect a call back or offer an alternative.

Email

• Acknowledge receipt of email within one working day.
• Reply within five working days.
• Provide an immediate out of office message advising when we will return or offer an alternative contact email.
• Ensure the name and job title of the staff member you have contacted or has contacted you, is included in our return emails, along with the office telephone number.

• Acknowledge receipt of letter within two working days by letter, telephone, or email.
• Reply to letters within five working days.
• Ensure our letters to you are clear, easy to understand and provide information on what to do next, if required.
• Include a contact name, telephone number, and any other information needed (e.g., reference number).

• Treat your home with respect.
• Let you know why we are visiting.
• Arrive promptly for a pre-arranged appointment, telephone, or text to advise of any change.
• Tell you in advance if we need to reschedule a visit.
• Leave a calling card when contact has not been possible to let you know how to rearrange your appointment.
• Confirm in writing any agreed actions from meetings within five working days.

• Arrange to discuss personal information in a quiet and confidential space in the office.
• Arrange a suitable time and place to meet with you if nowhere is available at the time.
• Provide an alternative appointment if the staff member you want to speak to is not available or there is no other member of staff who can help.
• Meet you within fifteen minutes of the agreed time for a pre-arranged appointment.
• If you do not have an appointment, we will let you know how long you will wait to speak to a member of staff.