HOMESWEST CUSTOMER SERVICE CHARTER

We will strive to deliver a standard of service that our customers are proud to receive, and we are proud to provide through:

FRIENDLY AND COURTEOUS SERVICE
In all aspects of service, Department staff will have a friendly, courteous and respectful manner.

FAIRNESS
Staff will:
  • Be fair in applying Department of Housing and Works policies
  • Inform you of your right to request a review of any decision
  • Tell you how you can make a complaint
  • Comply with the Department’s Privacy and Confidentiality Policy
EFFICIENCY
Our trained staff will:
  • Be fully informed about policies, procedures and new programs
  • Deal competently with your enquiries
  • Make commonsense decisions

WHEN YOU VISIT A DEPARTMENT OF HOUSING AND WORKS OFFICE:
  • You will not have to wait longer than 10 minutes for counter service
  • Staff will wear name badge when assisting you




PROMPT REPAIRS TO YOUR RENTAL HOME
When repairs are needed to your rental home, we will meet the following deadlines:
  • Emergencies 3 hours
  • Priority work 48 hours
  • Routine work 10 calendar days
When you contact us we will tell you which category your request falls into.

REGULAR CONTACT WITH TENANTS AT HOME
We will view the property with you when you occupy to make sure that you are satisfied with the condition of the property. We will again inspect the property with you when you leave, in order to reach agreement regarding the condition of the property.
During your tenancy we promise that an Accommodation Manager will visit you at least once a year to make sure you are happy with your accommodation and with Homeswest’s services

UPDATES ON CHANGES AFFECTING YOU
When new products and services are introduced or major policy changes made, you’ll be told. One way we will do this is with a regular newsletter to tenants, customers with a Homeswest home loan or bond, and applicants on our waiting list.
WHEN YOU TELEPHONE THE MINISTRY:
  • Staff will answer your call within three rings and tell you their name and work area
  • If staff need to transfer your telephone call or seek information, your call will be placed on hold for a maximum of two minutes
  • Your call will not be transferred more than once to have your enquiry answered
  • Staff will respond to telephone messages by the next working day
  • Staff will keep you informed about the status of your enquiry

YOU WRITE A LETTER OR EMAIL US:
  • We Promise to acknowledge your letters immediately and provide a reply within 10 working days
  • We promise to provide a reply to your email within 5 working days

INFORMATION PROVISION
We will provide you with:
  • Accurate and up to date information at all times
  • Letters and other written material that are easily readable
  • A web site which is regularly updated (www.dhw.wa.gov.au)
  • Access to the Telephone interpreter Service
  • A TTY number (08 9221 3985) for people with hearing impairment