Introducing Our Customer Services Team

Our recent tenant satisfaction survey told us that 97% of tenants said they were satisfied with our customer services. We were delighted with this outcome but know there is always room for improvement.

When reviewing the results to see how we could further improve, staff felt strongly that tenants’ calls should not be passed from department to department, and that your enquiries should be dealt with at the first point of contact wherever possible.

In response to this feedback, we have created a new Customer Services Team.

(Clockwise from top right, Denise, Alison, Suzy, Angi and Stacie)

From Monday 20 April, this Team will be aiming to deal with and resolve all your enquiries, whether by phone, email, Live Chat or if you pop into our office. They can also make referrals to our Money & Home Energy Adviser and arrange appointments for our Housing and Property Officers.

But like all things new and with the best of intentions, we recognise that not all may go to plan at the very start, and we ask that you to bear with us for just a short time whilst we get the Team fully established. We are in the process of recruiting a further two Advisers to make sure we can deliver you a first class service and we really appreciate your patience whilst we do this.

Our Customer Service Team will be developed and led by Alison Vass, Customer Services Manager, our newest recruit to ELHA.  Alison brings a wealth of experience, having worked for several Housing Associations across Scotland.

How to Contact Our Team

You can contact our Customer Services Team in the following ways:

By Telephone

We want to make it as easy as possible for you to speak to our Team so our telephone service is also changing from 20 April.  When you call us, you will be asked to:

• Press 1 to report a repair - your call will be passed to R3 who will handle your request
• Press 2 to make a payment - our Finance Team will assist you
• Press 3 for all other calls and one of our Customer Services Advisers will help you.

We aim to deal with and resolve your enquiries quickly and efficiently.  You will only be transferred to another staff member such as your Housing or Property Officer in exceptional circumstances, for example, where your enquiry is complex or requires technical or legal expertise.

By email: enquiries@elha.com 

As always, we will aim to respond to your emails quickly in line with our Customer Service timescales which can be found on elha.com  Customer Service Timescales 

Live Chat: bottom right corner of the page

You can continue to contact us via our Live Chat service during office hours.  If you use this function out with our office hours, we will receive your messages by email the next working day and reply to you then.

In Person:

Our opening times are below but please note our reception area is not open to the general public on a Friday when office visits are by appointment only.