Factsheet
Customer Service Standards
People are at the heart of Bridge Housing. We value our customers and deliver services with fairness, respect and sensitivity.
Here is our commitment to customer service and the standard of service delivery you can expect from us.
When you contact Bridge Housing, we will:
Make it easy for you to reach us
- You can contact us by phone, email, through our website or in person
- We’ll let you know our availability and provide emergency contacts when needed.
- Our offices will be easy to access and clearly marked
- If you need an interpreter, we’ll arrange one for you.
Provide clear, accurate and straight forward information
- Our information will be consistent, jargon-free and easy to understand.
Protect your privacy
- We will keep your personal details and feedback confidential, following privacy laws and standards.
Treat you with respect and kindness
- We will call you by your name and communicate in a friendly and professional way
- We’ll introduce ourselves on the phone and wear a name tag when we visit
- We’ll clearly explain what information we need from you and follow up if it is missing.
Handle your concerns quickly
- We’ll try to resolve your issue right away. If we can’t, we’ll set a time to get back to you
- If you are a tenant, we’ll help you to maintain your tenancy by addressing problems early.
If you are a tenant or service partner, we will:
Give you ways to shape our services
- We will listen to your views, including from people who don’t usually participate
- We will help you set up and run Tenant Advisory Groups (TAGs)
- We will support you to connect with each other and your wider community
- We will send you quarterly updates through the tenant newsletter.
Provide a clear and easy-to-use feedback and appeals process
- We will make sure our policies and processes are simple to find and understand
- We will keep a record of your issue, feedback or complaint and update you on our actions to resolve it.
Please:
- Treat us with courtesy and respect
- Provide us with accurate information
- Read the information we send to you, or ask someone to read it to you
- Let us know if your details or situation changes
- Tell us if there is anything you don’t understand
- Give us feedback on our performance. You can do this by contacting us on: customerservice@bridgehousing.org.au or the Customer Care Hub (02) 8324 0800
Missed phone calls
We will return your call within one working day.
Emails
We will respond to your email within 2 working days.
Appointments
We will be on time for appointments or inform you if there is a delay.
In-person visits without an appointment
We will try to meet with you within 10 minutes or arrange an appointment.
Housing applications
We will process your application within 40 working days.
Tenant wellbeing visits
Visit you within 8 weeks of you signing your lease and then at least once a year.
Rent statements
We will provide your rent statement every quarter.
Rent reviews
We will review your rent subsidy twice a year in March and September
Repairs
We provide a 24-hour emergency repair service.
We will let you know who will do the repairs and a timeframe for when they will be done.
Emergency Repairs: We will respond within 4 hours.
Urgent Repairs: We will respond within 24 hours.
Non-urgent repairs: We will respond within 21 days (non-urgent repairs may be added to a future Home Improvement Program).
Complaints and appeals
We will acknowledge your complaint or appeal within 2 working days.
We will complete the complaint or appeal process within 21 days.