Communication Standards

Nottingham Community Housing Association is committed to providing high quality services in all aspects of its work

Our Customers

NCHA is proud to offer a high standard of communication to all our customers, partners, tenants and service users. When you have any contact with NCHA you can expect our staff to be friendly, polite and helpful.

Our Standards

We have set up a series of Service Standards that you can expect our staff to abide by.

If you write to NCHA:

• a member of staff will take responsibility for your enquiry 
• we will acknowledge your letter within ten working days from the date we receive it 
• if we cannot reply in ten working days, we will let you know who is dealing with your enquiry and when you can expect a full response

If you email NCHA:

• a member of staff will take responsibility for your enquiry 
• we will acknowledge your email within five working days 
• if we cannot reply in five working days, we will let you know who is dealing with your enquiry and when you can expect a full response

If you telephone NCHA:

• during office hours, we will endeavour to answer 80% of all calls within 30 seconds. 
• upon answering, we will tell you which department you’ve called and the name of the person you’re speaking to 
• if your call cannot be answered, voicemail facilities should be available for you to leave a message 
• if you leave a message, we will return your call within one working day

If you visit NCHA offices:

• our reception areas will be clean and tidy, clearly signposted and easily accessible
• if you have an appointment we will endeavour to see you on time

If we visit you:

• NCHA staff will be wearing photo identification or will have it available to show you 
• when appropriate, we will make an appointment before visiting you 
• we will contact you as soon as we can if we can’t keep an appointment

Feedback about our service is important to us. Using feedback we can develop and improve our services.
For more information about Customer Feedback please contact us at the address below.

In return for our high standard of customer service, NCHA expects all customers to behave in an acceptable manner towards all our staff.

NCHA staff have a right to take further action if a customer is abusive or threatening (involving external agencies where appropriate).

Contact Us:

In writing at:
Housing with Care
and Support
Unit 1 Clumber Court
Clumber Avenue
Nottingham
NG5 1AJ

Call us!
0845 650 1202

By Email 
hwcs.info@ncha.org.uk

Visit our web site
www.personalisedsupport.co.uk

Or talk to any member of staff!