Our Customer Service Standards: Delivering a better service for you

 

Last year, we reviewed our Customer Service Standards – and we’ve done it again in 2024. 

We know it’s crucial that we deliver the right service, in the right way, and at the right time. Your feedback is important to us; comments on social media, survey responses, or meeting with us in-person. We hear what you say, and we’re committed to listening, learning, and making improvements to our services. 

 

What’s the Customer Service Standard? 

Our Customer Service Standards tell you what we do and how we do it. It holds us accountable to what you’ve said to us, and how we use that in our service delivery. Our Customer Service Standards has your voice at the heart. 

 

The key changes we've made 

You’ll see that we’ve included a ‘Code of Conduct’ when we visit your home. This is what you can expect when our maintenance colleagues or our appointed contractors visit your home to complete repairs.  

We’ve also included another way you can contact us – via the Newport City Homes App. Over 1500 customers are already benefiting from our Customer App; join them and download from Google Play or the App Store today. 

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