Our Melin Promise

We exist to create opportunities for people and communities to thrive. We recognise the importance of meeting the needs and expectations of our customers and will act to ensure that all contact with Melin is positive.

We don’t want there to be any surprises when customers access our services. That’s why, by working with residents and other stakeholders, we have developed a set of standards that clearly explain what our customers can expect from us; and what we expect from them.

Respecting our staff

Our team are trained to listen to you and respond in a patient, courteous and friendly manner. Please be polite and respectful to our staff, they are working hard to help you. Please do not use abusive language when dealing with our staff or contractors. We will not accept threats or violence against any member of staff or contractors.

We will take action, if such incidents occur. We will always do our best to resolve any challenges you are facing and where this is not possible, we will take the time to explain why and try and find a solution that works for everyone.

What we will do for you

• We will respond promptly.
• We greet you and tell you our name.
• We personally take responsibility for resolving your enquiry.
• We use plain language that is free from jargon.
• We will provide a translation service for you if English is not your first language.
• If you would prefer to communicate with us in Welsh just let us know.
• If we can’t provide a full response immediately, we’ll explain why and let you know how long it will take.
• We’ll keep you informed and set clear expectations of what we can deliver.

What you can do for us

Every time you contact us, we want it to be a good experience, but we also ask that you:

• Treat our staff with courtesy, respect and dignity.
• Keep any appointments that you have with us or let us know if you can’t keep an appointment and we’ll work with you to arrange a different one.
• Give us the information we need to help you.
• Give us your views and suggestions to help us improve our services.

If we visit your home

• We try to give you at least 48 hours’ notice of our visit.
• We’ll agree an appointment with you for the morning or afternoon.
• We’ll wear photo ID that tells you who we are.
• We will call you before our visit to tell you we are on our way.
• If you are not at home, we will leave a calling card.

Our Customer Contact Team

Melin’s Customer Contact Team will be the first people who help you when you contact us. The team deal with all our:

• Social media messages
• Letters
• Emails
• Live chat messages
• WhatsApp messages
• Telephone calls

They aim to deal with at least 80% of your queries at the first point of contact. If they cannot deal with your query, you should receive an acknowledgement from the department who needs to take a look into it within 48 hours.

We try to resolve any issues informally at first. However, if we are unable to do this, we have a formal process in place where we will investigate your concerns.

When we aim to get your repairs done

Repairs to your home come under two classifications:

Emergency: An emergency repair is a problem that is likely to cause danger to health or serious damage to your home, for example flooding, electrical failure or full central heating break down in severe colder weather (October to March). We will make it safe the same day and carry out any further work during normal working hours.

Routine: A routine repair is something that is not likely to cause any damage to your home or effect your health, for example blocked gutters or kitchen repairs. We will aim to complete routine repairs within 28 days.