Our Customer Service Charter sets out our service promises to residents. It covers what we will do, how we will do it and how long it will take. In addition to the Customer Charter, publication and consultation standards for CBHA are outlined on this page. If you feel that we are not achieving these standards, please let us know!

Customer Charter


Staff will be polite, courteous and professional behaviour at all times. CBHA staff will treat residents fairly and with respect.

Staff will carry up-to-date identification, especially on home visits.

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Opening times
All office opening hours will be publicised and offices will be staffed during these times. At all other times, a telephone service will be available to take emergency calls.

Visitors to our offices will be acknowledged within one minute of arrival and will be seen within five minutes.

Visitors wishing to discuss confidential matters will be offered a private interview.

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Telephone Communication

Telephones will be answered promptly. The staff member answering the call will give their name.

Any messages taken for other staff members will be passed on immediately, either in person or by using email. Telephone messages will be responded to within 1 working day.

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Letters & Email

If you write us a letter or email, we will acknowledge your correspondence within 2 working days of receipt. We will reply to it within 10 working days of receipt.

We will provide a clear response that answers your query.

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What CBHA expects from you

Staff will be treated with respect and all required information will be provided to CBHA. If you cannot make an appointment you will let us know. The services provided will be accessed (eg reporting repairs).

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CBHA will provide all residents with a handbook detailing the services that we provide, contact details and other relevant information.

Resident’s Newsletter
We will publish the Resident’s Newsletter ‘CBHA News’ at least 4 times per year.

Annual report
We will publish an annual report every year, giving details of our performance for the previous year.

Clear and helpful leaflets on a range of issues will be available at all offices.

Rent statements & statements of account
Rent statements will be sent at regular intervals. A statement of account will be sent to all leaseholders and freeholders annually.

Bespoke written translations will be sent out with correspondence on specific service issues. A translation/ interpreting service will be available from all our CBHA offices.

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Major changes
CBHA will consult residents about any major changes to services using local committees, public meetings, drop-in sessions and written correspondence. All major changes to service provision will have to be approved by our Board or one of their subcommittees.

Independent Customer Survey
CBHA will commission an independent Customer Survey every 2 years.

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