Tenant and Client Service Charter

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.


We are open to new ideas for working with the broader community to enhance our work.