“We are committed to providing a good quality customer-centred serving that is accessible, competent, courteous and fair”.

Our Customer Service mission statement is supported by the following values:

• Customer centred: To ensure an excellent quality service by continuous communication, monitoring and evaluation.
• Accessible: Committed to ensuring that our diverse range of customers can get to us easily through a variety of means (in person, on the telephone, through correspondence, via technology).
• Competent: We are committed to continually developing the necessary knowledge and skills to support an effective service to our customers.
• Courteous: We will serve our customers with respect and courtesy.
• Fair: We will treat our customers in a fair and equitable manner in accordance with the policies that govern our services.

Asra Midlands Housing Association Statement

Good customer service means providing a high standard of service to customers, clients and partners whenever they are in contact with the Association, through whatever medium they choose to make that contact.

Asra Midlands Housing Association is committed to continually raising standards of customer service. The quality of customer care in Asra Midlands Housing Association and issues raised by our customers are one of the key elements of delivering best value.

• Asra Midlands Housing Association will ensure that staff adopt a continuous improvement attitude and approach to customer care.
• All Asra Midlands Housing Association staff must be aware of the need to reconcile customer expectation against the Association’s Customer Care Standards.
• All Asra Midlands Housing Association staff will be customer focused, courteous, competent, trained and committed to resolving enquiries as quickly as possible from customers.