Customer Service Standards

Bridge Housing’s primary goal is to achieve excellence in the provision of quality service delivery to our clients, tenants, and internal and external stakeholders.

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We have implemented a new approach to customer service to ensure our service is reliable, consistent and meets customer needs.

A key element is our new Customer Service Standards. The customer service standards build on and enhance our current service culture. They provide staff and customers with greater clarity about the type of service they can expect from Bridge Housing.

To support the service standards, a number of improvements have been implemented across the organisation including: a new complaints and appeals policy, new telephony and email standards, additional customer service training for staff, and improvements to the Bridge Housing reception area.

Our Customer Service approach

Bridge Housing is people focused. We value our customers and deliver services with fairness, respect and sensitivity. When you deal with Bridge Housing, you can expect us to:

Be easy to contact

We will:

Ensure we can be contacted by phone, fax, email, via the website or in person
Let you know when we will be available and provide alternative contacts for emergencies
Ensure our offices are accessible and clearly signed
Provide interpreter services if you need them.

Provide good quality information

We will ensure our information is accurate, consistent, clear and jargon-free.

Treat you with courtesy and respect

We will:

Address you by name and speak to you in a friendly and professional manner
Identify ourselves when we speak on the phone and wear a name tag when we visit. Be clear about the information we require and contact you if we have not received it.

Maintain your privacy and personal information

We will keep your information and feedback confidential, in line with privacy laws and standards.

Deal with matters promptly

We will:

Aim to resolve your matter when you raise it. If we cannot, we will arrange a time to contact you.
If you are a tenant, support you to maintain your tenancy by addressing issues before they escalate.

Response times	We will
Missed phone calls	Return your call within 24 hours on weekdays
Emails	Reply to your email within 24 hours on weekdays
Appointments	Be on time for appointments or advise you if there is a delay
In person - no appointment	Aim to have someone meet you within 10 minutes or arrange an appointment for you.

For tenants and service partners

Provide avenues for you to shape our services

We will:

Pay attention to your views, including the views of those who don’t usually get involved
Support you to form and run the Tenant Advisory Group
Support you to actively engage with each other and your broader communities
Provide quarterly updates through the tenant newsletter.

Have clear, accessible compliments, complaints & appeals processes

We will:

Ensure the policy and processes are easy to find and understand
Treat your information confidentially
Keep a record of your issue, feedback or complaint and let you know what we are doing to address it.

Action and Response Times	We will
Housing applications	Process your application within 40 working days
Tenant Welfare Checks	Check within 8 weeks of you signing your lease and then annually
Rent statements	Issue your rent statement quarterly
Rent reviews	Review your rent twice a year – in March and September
Repairs*	Provide a 24–hour emergency repair service. We will let you know who will do the repairs, when they will be done and who in Bridge Housing you can contact.
Urgent Repairs*	Respond within 24 hours
Routine repairs*	Respond within 5 days
Non–urgent repairs*	Respond within 21 days
Acknowledge complaints and appeals	2 working days.

How you can help us meet our standards

Please:

Treat us with courtesy and respect
Provide us with accurate information
Read or have read to you the information we send to you
Tell us if your details or situation changes
Let us know if there is anything you don’t understand
Give us feedback on our performance. You can do this by contacting us on: This email address is being protected from spambots. You need JavaScript enabled to view it.(02) 8324 0800

Need more information?

Read our Customer Service brochure in:

Learn more about Compliments, Complaints & Appeals processes.