Our Service Commitment
Our Service Commitment
At Calgary Housing Company, we follow the City of Calgary Service Promise. This means we listen, respect and act on all issues that matter to Calgarians.
Calgary Housing Company Policy Regarding Unacceptable Behaviour
CHC staff are expected to show concern, trust, respect and a caring attitude to all customers. Respectful behaviour toward staff is also expected from our customers.
We understand that the people coming to CHC for housing, or who are already living in housing with us may be in upsetting or distressing circumstances and experiencing extreme stress. We understand that customers may sometimes be angry or upset.
CHC’s Unacceptable Behaviour & Workplace Violence Policy describes unacceptable behaviours for tenants and applicants and procedures for CHC staff to follow when responding to situations of threats and violence.
In this policy:
- Unacceptable Behaviour means any actions, words or physical gestures that could reasonably be perceived to cause another person distress or discomfort
- Threat means any act, gesture (including body language), or statement that gives a staff member, or another person, reasonable cause to believe that there is risk of injury to themselves or another person or damage to property
- Violence means the threatened, attempted, or actual conduct of a person that causes or is likely to cause physical injury and/or damage to property
Situations of unacceptable behaviour, threats, or violence can result in:
- Customers being asked to leave CHC offices
- CHC staff ending calls while on the phone with customers
- Potential impact on tenancy for CHC tenants
- Short or long term ban from CHC offices
- Calgary Police Services involvement if necessary
Calgary Housing Company is committed to providing a respectful workplace for staff and respectful service to customers. CHC respects the rights and dignity of the people it serves and treats them in a courteous manner. In turn, we expect our staff to be treated courteously and respectfully. Violence or abuse is unacceptable.
Customer Inquiries and Resolution Process at Calgary Housing Company
Calgary Housing Company is committed to providing opportunities for customers and members of the public to provide feedback to us. We believe this is critical for continuous improvement to ensure CHC is a landlord of choice and that we deliver on our Customer Service Promise to Listen, Respect and Act.
Our approach to responding to customer questions or concerns are based on the following commitments:
- Ensuring accessible channels and opportunities for customers and the public to provide feedback to CHC;
- Acting quickly and transparently when CHC has fallen short on our commitments
- Providing a safe and supportive environment for customers, staff, and members of the public to bring forward inquiries or issues
- Protecting personal information and confidentiality of customers as per the Freedom of Information and Protection of Privacy Act (FOIP)
Making an Inquiry or Submitting a Concern
CHC is committed to receiving and acting on feedback from our customers and the public to help us in realizing our vision to be the leading affordable housing provider in Canada.
We do not tolerate abuse of any kind. All inquiries and issue must be brought forward in a respectful manner.
There are many ways that you can provide feedback – including questions, issues, compliments as well complaints or concerns. You can submit your feedback by:
- Calling our customer service line at (587) 390-1200
- Calling your CHC representative directly – such as your Property Manager or Tenant Liaison
- Visiting us in-person at one of our Offices
- Through the City of Calgary’s 3-1-1 line
- Submitting an email at CHC general email account – email@example.com
- Through Social Media
If you feel your concerns or inquiries have not been adequately addressed, you can download our Customer Complaint Form and submit it to one of our Customer Service Representatives in person or via email at firstname.lastname@example.org
The Resolution Form will help ensure CHC has the necessary information to support efforts in reaching a resolution.
In Summer 2020 we compiled a new Printable PDF version of important information for tenants. You will find details on how to connect with CHC, guidance on the programs we provide, and advice on maintenance and management of your home. Keep a copy of the PDF on your device or print your own hardcopy. Download CHC Tenant Handbook 2020