Customer Service Team

As part of our ongoing effort to provide excellent customer service, our dedicated Customer Service Team will deal with your call quickly so that your query can be dealt with efficiently.

Help Centre

Please see below for information on food resources, mental health, loneliness and isolation and domestic abuse:

Domestic Abuse

For advice and support with domestic abuse, visit Grampian Women's Aid for more information.

Where to find Financial Advice

Food Resources

See information on where free meals are available at various times throughout the week in Aberdeen.

  1. Apply to the Scottish Welfare Fund / Aberdeen City Council or phone 0800 030 4713
  2. Somebody Cares Megastore (Purchase Furniture), Hazledene Road, Aberdeen, AB15 8QU. Open Monday – Friday 9.30am – 4.30pm and Saturday 9.30am – 5pm phone 01224 313453
  3. Gumtree
  4. Facebook
  5. Aberdeen helping hands

Health and Mental Wellbeing
Legal Assistance
Loneliness and Isolation
  • Age Scotland Friendship Line - when you need friendship and support, call Age Scotland Friendship Line about absolutely anything
  • Aberdeen Linking Lives - a befriending service aimed at older people who find themselves requiring some extra friendship and support. Please note there will be restrictions on new referrals but all organisations are available to contact for help, advice and information.
  • Poppy Scotland - for help and advice to the Armed Forces community
  • NHS inform: A new national health information service providing a co-ordinated approach and a single source of quality assured health information for the public in Scotland.
  • NHS Health Scotland: Scotland’s health improvement agency.

Property Assistance

Rebecca's Round Up

Customer Service Manager

A monthly blog regarding all things Customer Service related. Keep up-to-date with the latest Langstane news. 

Give us your feedback

If you feel that we have not met the levels of customer service you expect from us then please contact us.  You can do this through our contact form or by completing our live survey.

Customer Care Charter

The Association developed the following service standards. Both staff and tenant groups contributed to the development of the standards that describe a range of actions, expectations and indicators relating to customer service provision. Together these form the Customer Care Charter as follows: .

What we will do
  • Show respect and listen

  • Apologise when we make a mistake, or things go wrong

  • Recognise the needs of individuals, and take reasonable steps to meet them.

  • Reduce barriers that prevent tenant involvement by offering a wide range of options for engagement to suit as many people as possible

  • Communicate regularly about what we do using a range of different approaches

  • Provide clear timescales for responding to enquiries. Where we are unable to meet them, we will explain why

  • Ensure that we direct phone calls to the most appropriate person to deal with it, or arrange a call back as soon as possible

  • Make sure our letters provide contact details of a team member who can assist with enquiries

  • Ensure that staff and contractors identify themselves and will provide identification upon request

  • Be open and transparent when dealing with issues such as complaints

  • Publish our performance information and provide information about how we plan to improve services

  • Raise awareness of services we do not provide, and where appropriate, give details about how to access them through other organisations

What we expect from you
  • Respect our staff as individuals and listen to information provided
  • Understand that sometimes things go wrong, or mistakes are made
  • Do not use abusive or threatening language or behaviour. This includes any sort of speech that attacks, threatens, or insults a person or group on the basis of national origin, ethnicity, colour, religion, gender, gender identity, sexual orientation, or disability
  • Keep to appointments, or let us know if you need to rearrange the date or time
  • Provide us with full and accurate information to help us to deal with issues effectively
  • Where possible take steps to resolve minor problems for yourself
  • Understand our responsibilities as a landlord, and what your responsibilities are as tenant
  • If we provide a timescale for doing something then please allow us this time to complete the task
How you will know we have made our commitment?
  • We will acknowledge customer contact within 2 working days
  • We will always provide you with a timescale for fully responding to you or completing a job
  • You will be told which member of staff is dealing with your enquiry wherever possible
  • You will regularly be asked for feedback about how we have performed
  • Overall customer satisfaction levels will increase
  • The number of complaints we receive regarding services that we provide will decrease
  • You will be more aware of how you can help us make decisions, and the number of tenants getting involved will increase
  • Regular updates will be available on the website/newsletter highlighting changes that have happened following customer feedback or complaints