SPCHG is committed to providing services in line with our following values.
- Fair and Transparent
- Warm and Respectful
- Accountable and Ethical
- Respecting Individual Privacy
- Engaging with our Community
- Speaking up with Courage
This means that we will:
- Make it easy for you to contact us
- Provide information that is clear and easy to understand
- Protect your personal privacy
- Make you feel welcome
- Talk to you politely
- Listen respectfully to your requests and concerns
- Be mindful of your cultural needs
- Treat you fairly according to our written policies
- Work with you to try to find a solution
- Be open and honest with you about what we can do and what we can’t do
- Follow through and do what we say we will do – including getting back to you when we say we will
- Take action to protect you from any form of behaviour, in our properties or our office, that is violent or abusive.
- Provide opportunities for you to be involved in decisions about your housing.
In return we expect that you will:
- Talk to our staff politely
- Listen to our staff respectfully
- Try to understand the information we give you
- Give us honest and accurate information
- Work with us in trying to find a solution
- Get back to us when we make a request for information
- Give us feedback so we can improve what we do
We are committed to responding to your requests and concerns within the following times:
- Website enquiry 2 business days
- Phone Call/Email/SMS made to SPCHG Staff 2 business days
- Initial written response to feedback/complaint 5 – 10 business days
- Completion of feedback/complaint process 30 days
- Response to a Maintenance Request 4 hours
- Completion of Urgent Maintenance Works 24 hours
- Completion of Non-Urgent Maintenance Works 14 days
If, for any reason, we cannot respond within these timeframes we will let you know who is handling your request and when you will get a response.
South Port Community Housing Group would like to acknowledge that we operate here today on the land of the traditional owners of this land, the Yalukit Willam clan of the Boon Wurrung. We pay our respect to their elders, past and present. We recognise and respect the significance of their cultural heritage and relationship with the land as we work from the historic meeting place of Emerald Hill.