West Lothian Council delivers

Standards and Policies

Customer Service Commitments

It is important to know what service to expect from us, and that you tell us if you think any of our commitments have been broken. Tenants helped us to make sure the Customer Service Commitments include the things that matter most to tenants and other service users. The Customer Service Commitments can be found in the Downloadable Documents section at the bottom of this page.

What can you expect from us?

We will always try and give you a good and fair service. If you are unhappy with the service you receive please tell us.

In the first instance please give the officer or section dealing with your enquiry the chance to try and sort out the problem. If this does not resolve the problem or if you are still not satisfied you should complain to the Housing Manager. It helps us to improve and allows us to take complaints and comments into account when we are reviewing our services, and the way we deliver these to you.

Performance

You can find information about how well we are doing in the Downloadable documents section at the bottom of the page. This includes:

·          How well we kept our Customer Service Commitments last year

·          Trends in Customer Satisfaction with the quality of repairs, tenant participation, housing information & advice, lettings, homelessness service and housing support

·          How well we performed in comparison to other councils

·          A summary of complaints received and what we have learned from them

Policies

Our policy for allocating council housing can be found in the Downloadable documents section at the bottom of the Tenancy and Allocations page http://www.westlothian.gov.uk/917/925/981/

updated 10/04/2013