Getting in touch
There are so many ways to contact our Customer Contact Team, however you feel most comfortable.
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.
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.
Every time you contact us, we want it to be a good experience, but we also ask that you:
Melin’s Customer Contact Team will be the first people who help you when you contact us. The team deal with all our:
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.
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.