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Customer Service

We are committed to high standards of customer service and collaborate closely with our residents to ensure their homes meet their evolving needs. 


We also build strong connections with local authorities, health services, and social care commissioners. These partnerships enable us to deliver services that provide the greatest benefit to individuals and their communities. We regularly review and monitor our partnerships to ensure they remain truly valuable and effective.


We work with local established managing agents and partners to manage our homes. Partner selection is informed by local responsiveness, good track record and strong references. 



Customer Care Commitment & Resident Charter

  What you can expect from us


At Quartz, we believe everyone should have a safe, secure, and well-looked-after home. We work with local partners to deliver high-quality housing management services in a way that is fair, clear, and respectful. Whether you’re a resident living in one of our homes, a local authority partner, or an investor, this statement outlines the standards we aim to deliver.

Safe, Well-Maintained Homes

Respect, Fairness, and Inclusion

Respect, Fairness, and Inclusion

  • Make sure our homes meet legal safety standards (e.g. gas, fire, water and electrical checks).
  • Act quickly to deal with serious issues like damp and mould.
  • Keep homes in good condition through regular repairs and maintenance.
  • Let you know in advance if we plan major works in your home.

Respect, Fairness, and Inclusion

Respect, Fairness, and Inclusion

Respect, Fairness, and Inclusion

  •  Treat everyone with dignity, courtesy, and respect.
  • Try to make our services work for all residents, including those who need extra support.
  • Make changes, where we reasonably can, to meet the needs of disabled residents.
  • Take steps to prevent discrimination and support inclusion.

Clear, Honest Communication

Respect, Fairness, and Inclusion

Reliable Day-to-Day Services

  • Use plain English and avoid jargon.
  • Provide information in other formats if you ask and it’s reasonable to do so.
  • Keep you up to date with important information about your home and community.
  • Respond to questions and concerns in a clear and timely way.

Reliable Day-to-Day Services

Reliable Day-to-Day Services

Reliable Day-to-Day Services

  • Carry out repairs within agreed time frames.
  • Work with our partner to keep shared spaces clean and safe.
  • Respond to reports of antisocial behaviour in a fair and balanced way.
  • Deal with problems early, before they get worse, where we can.

Listening to Residents

Reliable Day-to-Day Services

Listening to Residents

  • Hear your views and feedback — and make it easy for you to share them.
  • Use your ideas and comments to improve how we do things.
  • Support residents who want to get more involved.
  • Let you know what we’ve done in response to your feedback.

Open About How We Work

Reliable Day-to-Day Services

Listening to Residents

  • Keep track of how we’re doing and share key results.
  • Be clear about our service standards and how to make a complaint.
  • Make sure our housing partners meet the same service levels.
  • Learn from complaints and feedback to improve over time.

Complaints

We acknowledge that there may be times when we fall short of the high standards, we set for ourselves. We prioritise resolving complaints and foster a culture that learns from the issues raised. Whenever possible, we aim to resolve complaints to the customer's satisfaction and ensure they are handled effectively. 


To find out how to contact us about a complaint and how our complaints process works you can view and/or download our Complaints Policy here and Complaints Process here.


Consumer Standards and Health & Safety

 We are deeply committed to meeting the consumers standards for our tenant’s homes, communities, and the services we provide. Tayo Bilewu has been designated as the Consumer Standards Lead, and Health and Safety Lead responsible for monitoring our compliance with the consumer standards, and ensuring we meet our health and safety obligations to tenants.  If any resident has a consumer standards or health and safety concern, they can reach out to Tayo via email at support@quartzhousing.com 

Copyright © 2024 Quartz Housing - All Rights Reserved.


Quartz Housing is a Registered Provider regulated by the Regulator of Social Housing and registered with the Housing Ombudsman.

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