Setting the standard in customer care at Langstane

LHA_Tea_Room_ChatLangstane Housing Association has taken steps to drive up customer satisfaction levels with the launch of its Customer Care Standards.

The North East-based Association, which won the TPAS Scotland Tenant Participation Champion of the Year Award 2106 for its work on improving tenant participation, announced that the new standards will be implemented in April 2017.

The Association placed the tenants’ experiences at the heart of the standards and began by inviting tenants to ‘Tea Room Chats’ at local tea rooms to discuss their customer care experiences and expectations.

One of the tenants who got involved was James Mckenzie from Inverurie.

James said: “The Tea Room chats were a very worthwhile experience. It was nice to put the faces to the names and have the chance to discuss things openly. You should hold these events more often!”

Langstane chief executive, Helen Gauld, said: “Since the start of 2016 we have been going out to communities to talk to our tenants face to face and hear their priorities when it comes to customer care. Tenants from Forres to Laurenckirk have taken the opportunity to have a direct influence on the standards.

“Tenants have made it clear that they value being treated with respect and being kept up to date with what is going on. They have also recognised that they have a part to play as partners in the process.”

The standards will be monitored via regular surveys of tenants who have used Langstane’s services. The results will be used to help support teams in driving up customer satisfaction from 84% to meet the Association’s target of 90%.

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