Customer Services
Day-to-day contact at Cartrefi Conwy
0300 124 0040 Welcome to Cartrefi Conwy Customer Services Team The following leaflet provides useful information on the range of services provided by our Customer Services Team who are here to help you with day to day contact at Cartrefi Conwy.
Customer Services Making customer contact at Cartrefi Conwy Please contact us on 0300 124 0040 By email to: enquiries@cartreficonwy.org In writing or in person to: Cartrefi Conwy Customer Services, Morfa Gele, North Wales Business Park, Cae Eithin, Abergele, Conwy LL22 8LJ 15-17 Madoc Street, Llandudno LL30 2TL 41 Conway Road, Colwyn Bay LL29 7AA Office Opening Hours: Monday - Thursday: 08.45am to 5.15pm or Friday: 8.45am to 4.45pm Customer Services Line: Monday – Thursday 09:00am to 5:00pm or Friday 09:00 to 4:45pm Emergencies: For all out of hour emergencies please contact 0300 124 0040 The Customer Services Team speaks Welsh and English and can help you with the following: • General enquiries relating to all the services Cartrefi Conwy offers • Diagnosing repairs and making convenient appointments • Take a rent payment, order AllPay cards or an enquiry on your balance • Community Centre Bookings • Update your contact details and other relevant information • Out of hours emergency work that needs following up
Customer Services General Enquiries Call the Customer Services Team on 0300 124 0040 with your enquiry. They will be able to answer and deal with your request directly or ensure you are quickly and efficiently put in contact with the correct colleague or department to handle your request. Diagnosing Repairs and making Convenient Appointments The Customer Services Team works together with Cartrefi Conwy’s Building Maintenance Unit to operate a responsive repairs service. The customer service advisors will handle all your repair requests and will help diagnose your repair, check on job progress and monitor the repairs service. Help us help you in giving you the best possible service. Before calling please have as much information about your repair request and full contact details to hand. If you’ve booked a repair and need to change or cancel the appointment please let us know straight away. Assessing Repairs We assess repairs requests and categorise them either as Emergency Repairs or Standard Repairs. Cartrefi Conwy offers an emergency, responsive repairs service that operates 24 hours a day, 365 days of the year. In the event of an emergency, we will aim to attend the property and make the situation safe within 4 hours. If possible we will complete the emergency call out repair. Follow-on appointments will be classed as a Standard repair job.
Customer Services Make a rent payment, order AllPay cards or an enquiry on your balance It’s easy and convenient to make a rent payment with the Customer Service Team. Simply have your debit or credit card to hand along with your full address and contact details.You can also order AllPay cards or check rent balance enquiries with the advisors. Community Centre Bookings We have Community Centres in the following areas: Colwyn Bay, Old Colwyn, Rhos-on-Sea and Llandudno Junction.We also have a guest room at Maes Cwstennin, Llandudno Junction available to resident's visiting family & friends. These rooms are available to hire for a small charge for local tenants, resident’s and groups. Contact the Customer Service Team to check availability, centres’ facilities, and booking arrangements. Customer Profile Cartrefi Conwy provides a whole range of services and support in our community. We feel it’s important to hold up to date information on your household so we can offer you the highest level of customer care, service and support. From time to time our customer service team will contact you to ask for information on your household. We also ask you to call to update your contact details and any change of circumstances as this way you’ll not miss out on help, support and offers available to you. Out of hours emergency work that needs following up If you have had an operative attend out of hours they will feedback any follow on work to the Customer Service Team who will contact you directly to arrange access. Our Standard of Service We are committed to providing a high standard of service to our residents. You can help us achieve the highest quality of customer service by returning any customer satisfaction survey or questionnaire we send you. However, if you think we have failed to provide a satisfactory service you should make use of our complaints procedure which is designed to resolve complaints as quickly as possible. Please contact the Customer Service Team to assist you with our complaints procedure.