Our customer promise

Our Customer Promise

At Cartrefi Conwy, we’re committed to delivering customer excellence. Our customer promise, sets out the level of service you should expect from us all. In 2024/25 lots of tenants and colleagues helped to shape this promise by sharing the things that matter when they’re in touch with us. We know we won’t get this right all the time but alongside our Corporate Plan we aim to improve and achieve our promise consistently. We’d love to know what you think, so please get in touch if you want to share your thoughts with us.

Our promise to you, our customer:

Tell Us Once

Contact with us is easy, we will listen and act on what needs to be done for you. If you give a colleague information or ask a question, they will take ownership, deal with it and get back to you.

Helpful and Accessible

You can approach us for all your housing needs. We will be helpful and empathetic and recognise your circumstances and feelings.

Reliable

You can rely on us to be ready to listen and do what we say we will do. We will keep in touch with you, so you know what’s happening.

Inclusive

We treat customers with respect and value diversity. We will recognise your individual needs and try to adapt our service to meet those needs.

Value – Your voice matters

We actively listen to your feedback and give you the opportunity to shape how our services are delivered.

Empower

We empower customers to use the information available to them to manage their homes and tenancy independently. We also encourage you to speak up and challenge us to help improve the way we do things.

We want you to find it easy to get in touch with us.  So, when you contact us we’ll make sure we get back to you, this is what you can expect from us:

• If you write to us (by letter, email or through MyCartrefi), we’ll acknowledge your contact within 3 days and give you a full response within 10 working days.
• When you phone our Customer Services Team we aim to answer your call within 60 seconds.
• If a colleague needs to call you back we’ll agree with you a date and time that suits you.
• If a colleague is coming to visit you they will arrange a date and time that suits you. This will be within 7 working days where possible.