Your Onchan

Customer Service Standards:

We have a Customer Charter that aims to provide the highest standard of service to all our customers.

 In delivering the service our staff will: 

  • Carry and display proof of their identity;
  • Introduce themselves to you;
  • Be smartly dressed and wear any uniform they may have;
  • Give you their name if you ask;
  • Treat you with respect;
  • Treat your home with respect;
  • Be friendly, welcoming and helpful;
  • Deal with you promptly;
  • Show patience, understanding and sensitivity in dealing with tenants' problems;
  • Adopt a non-judgemental approach when dealing with you;
  • Behave in a proper and professional manner at all times; and
  • Aim to see anyone who is waiting at reception within ten minutes.

 We also have the following standards: 

  • Customers who have a pre-booked interview should not be kept waiting longer than 10 minutes after the time of their appointment;
  • All interviews will take place in a confidential setting;
  • We will try to answer all phone calls within five rings. If the person you need to speak to is not available you can leave a message for them on our Voicemail (answerphone) service and they will get back to you when they return to their office;
  • We will reply to all written correspondence within 10 working days;
  • All correspondence to customers will give the name of the officer who is dealing with the matter and provide written information that is clear, concise and simple to understand;
  • Any customer who is not satisfied can ask to see a more senior officer;
  • All customers not satisfied with the service they receive can use our complaints procedure.


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