Review of Customer Service Standards Policy 2026

Drumchapel Housing Co-operative is reviewing its Customer Service Standards Policy.

The policy explains the standards tenants and other customers can expect when contacting us, visiting the office, receiving home visits, reporting repairs, making housing applications, using estate services, raising complaints, or asking for information.

We would like your views to help us make sure the policy is clear, accessible, fair and focused on what matters most to tenants.

Your responses will be used to help finalise the policy and identify any improvements needed. The survey should only take a few minutes to complete.

The survey is open until 14 July 2026.

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* 1. Which of the following best describes you?

Tenant of Drumchapel Housing Co-operative

Housing Applicant

Other

Prefer not to say

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* 2. How clear and easy to understand do you find the Customer Service Standards Policy?

Extremely clear

Very clear

Somewhat clear

Not so clear

Not at all clear

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* 3. The policy says we aim to be fair, respectful, approachable, professional, inclusive, clear and responsive. How important are these standards to you?

	Essential	Very Important	Important	Slightly Important	Not Important
Fair	Fair Essential	Fair Very Important	Fair Important	Fair Slightly Important	Fair Not Important
Respectful	Respectful Essential	Respectful Very Important	Respectful Important	Respectful Slightly Important	Respectful Not Important
Approachable	Approachable Essential	Approachable Very Important	Approachable Important	Approachable Slightly Important	Approachable Not Important
Professional	Professional Essential	Professional Very Important	Professional Important	Professional Slightly Important	Professional Not Important
Inclusive	Inclusive Essential	Inclusive Very Important	Inclusive Important	Inclusive Slightly Important	Inclusive Not Important
Clear	Clear Essential	Clear Very Important	Clear Important	Clear Slightly Important	Clear Not Important
Responsive	Responsive Essential	Responsive Very Important	Responsive Important	Responsive Slightly Important	Responsive Not Important

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* 4. How reasonable do you think the following communication standards are?

	Very reasonable	Slightly reasonable	Reasonable	Not reasonable	Not sure
Telephone answered within 6 rings where possible during opening hours	Telephone answered within 6 rings where possible during opening hours Very reasonable	Telephone answered within 6 rings where possible during opening hours Slightly reasonable	Telephone answered within 6 rings where possible during opening hours Reasonable	Telephone answered within 6 rings where possible during opening hours Not reasonable	Telephone answered within 6 rings where possible during opening hours Not sure
Answer machine messages responded to within 24 hours of the office reopening	Answer machine messages responded to within 24 hours of the office reopening Very reasonable	Answer machine messages responded to within 24 hours of the office reopening Slightly reasonable	Answer machine messages responded to within 24 hours of the office reopening Reasonable	Answer machine messages responded to within 24 hours of the office reopening Not reasonable	Answer machine messages responded to within 24 hours of the office reopening Not sure
Correspondence passed to the right staff member within 24 hours	Correspondence passed to the right staff member within 24 hours Very reasonable	Correspondence passed to the right staff member within 24 hours Slightly reasonable	Correspondence passed to the right staff member within 24 hours Reasonable	Correspondence passed to the right staff member within 24 hours Not reasonable	Correspondence passed to the right staff member within 24 hours Not sure
Written responses provided within 5 working days where appropriate	Written responses provided within 5 working days where appropriate Very reasonable	Written responses provided within 5 working days where appropriate Slightly reasonable	Written responses provided within 5 working days where appropriate Reasonable	Written responses provided within 5 working days where appropriate Not reasonable	Written responses provided within 5 working days where appropriate Not sure
Information written in plain English	Information written in plain English Very reasonable	Information written in plain English Slightly reasonable	Information written in plain English Reasonable	Information written in plain English Not reasonable	Information written in plain English Not sure
Alternative formats or languages provided where needed	Alternative formats or languages provided where needed Very reasonable	Alternative formats or languages provided where needed Slightly reasonable	Alternative formats or languages provided where needed Reasonable	Alternative formats or languages provided where needed Not reasonable	Alternative formats or languages provided where needed Not sure

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* 5. The policy says office visitors should be attended to within 15 minutes where possible. Do you think this is reasonable?

Yes

Not Sure

Other (please specify)

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* 6. Which of the following are most important to you during a home visit?

Staff introduce themselves clearly

Staff show identification

Staff explain the reason for the visit

Staff arrange a suitable appointment time

Staff contact me if they are delayed or cannot attend

Translation or interpretation is available if needed

Visit details are recorded properly

Other

Other (please specify)

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* 7. How reasonable do you think the following repairs standards are?

	Very reasonable	Slightly reasonable	Reasonable	Not reasonable	Not sure
Emergency repairs attended to within 4 hours	Emergency repairs attended to within 4 hours Very reasonable	Emergency repairs attended to within 4 hours Slightly reasonable	Emergency repairs attended to within 4 hours Reasonable	Emergency repairs attended to within 4 hours Not reasonable	Emergency repairs attended to within 4 hours Not sure
Routine repairs attended to within 5 days	Routine repairs attended to within 5 days Very reasonable	Routine repairs attended to within 5 days Slightly reasonable	Routine repairs attended to within 5 days Reasonable	Routine repairs attended to within 5 days Not reasonable	Routine repairs attended to within 5 days Not sure
Damp, mould and condensation reports inspected within 2 days	Damp, mould and condensation reports inspected within 2 days Very reasonable	Damp, mould and condensation reports inspected within 2 days Slightly reasonable	Damp, mould and condensation reports inspected within 2 days Reasonable	Damp, mould and condensation reports inspected within 2 days Not reasonable	Damp, mould and condensation reports inspected within 2 days Not sure

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* 8. The policy says that housing applications will be responded to within 5 days once all required information has been provided. Do you think this is reasonable?

Yes

Not sure

Not applicable

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* 9. Which estate service standards are the most important to you? Select all that apply.

Weekly estate visit by staff

Litter removed from common areas

Weekly bulk removal from tenement blocks

Fly-tipping reported to Glasgow City Council

Grounds maintenance of common areas

Weekly stair cleaning service

Other

Not applicable

Other (please specify)

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* 10. Other that what we say we will publish, what other information would you most like to see published by the Co-operative?

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* 11. How important are the following commitments?

	Essential	Very important	Important	Slightly important	Not important
Complaints responded to within 5 working days	Complaints responded to within 5 working days Essential	Complaints responded to within 5 working days Very important	Complaints responded to within 5 working days Important	Complaints responded to within 5 working days Slightly important	Complaints responded to within 5 working days Not important
Investigation complaints responded to within 20 working days	Investigation complaints responded to within 20 working days Essential	Investigation complaints responded to within 20 working days Very important	Investigation complaints responded to within 20 working days Important	Investigation complaints responded to within 20 working days Slightly important	Investigation complaints responded to within 20 working days Not important
Complaints used to improve service	Complaints used to improve service Essential	Complaints used to improve service Very important	Complaints used to improve service Important	Complaints used to improve service Slightly important	Complaints used to improve service Not important
"You Said, We Did" information published in newsletters	"You Said, We Did" information published in newsletters Essential	"You Said, We Did" information published in newsletters Very important	"You Said, We Did" information published in newsletters Important	"You Said, We Did" information published in newsletters Slightly important	"You Said, We Did" information published in newsletters Not important
Tenants told what has changed because of feedback	Tenants told what has changed because of feedback Essential	Tenants told what has changed because of feedback Very important	Tenants told what has changed because of feedback Important	Tenants told what has changed because of feedback Slightly important	Tenants told what has changed because of feedback Not important

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* 12. Do you think the policy does enough to explain how customers can access support, alternative formats, translation, interpretation or reasonable adjustments?

Yes

Not Sure

What else should we include?

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* 13. What matters most to you?

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* 14. Overall, do you support the Customer Service Standards Policy?

Yes

Not Sure

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* 15. Is there anything you think should be added, removed or changed in the policy?

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* 16. Would you be interested in being involved in future policy consultations or service improvement discussions?

Yes

If Yes, please tell us your Name and phone number

Thank you for your time to complete the survey. All feedback helps the Co-operative provide better services to our customers. All entries will be entered into a prize draw.