Customer Service Standards

Our Customer Service Standards

Whichever way you choose to contact us you can expect to be treated with courtesy and respect from any member of staff.

We want callers at our office to feel welcome; we will do our best to make sure you are attended to promptly; we will tell you who is going to be dealing with your request or enquiry.

We do not have automated phone systems during office hours, however we have recently introduced a call routing system enabling customers to more quickly get through to the department best placed to assist. We aim to answer every call within six rings. We will take your number and phone you back if the person you need to speak to is not immediately available.

We will respond to answering machine messages and emails the following working day. If your email is to a specific member of staff, you should receive an automated ‘out of office’ response if the individual is absent due to planned leave. In those circumstances you will be advised of an alternative contact. The out of office system does not take account of unplanned absences, so it is always a good idea to copy another member of staff into the email message if you need a prompt response. Emails to ‘administration’ are checked every working day.

For more information on our overall service standards, you can also read our Customer Experience Policy.

Contact Us

By telephone: 0141 285 7910

By email: administration@yorkhillha.org

By letter or in person at our office: 1271 Argyle Street, Glasgow G3 8TH