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comments and invested in all staff receiving customer service training

and by also upgrading their telephone system so the tenants could get
through to the right person first time. The Association’s housing and

maintenance staff also carry out estate walkabouts on an annual basis,
this gives tenants the opportunity to speak to staff face to face. The

Team also had the opportunity to speak to a number of tenants who

confirmed that they are very happy with the service they receive the

Therefore the Team is of the opinion that given the Association’s

approach to providing and improving customer service an overall

grading of Substantial Assurance is appropriate.

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