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

Entitled to - This website contains a useful calculator that will show you what you may or may not be entitled to in the form of benefits - https://www.entitledto.co.uk/
Money Advice Service - https://www.moneyadvicescotland.org.uk/
Get Me Debt Free – http://www.getmedebtfree.com
Money Saving Expert - https://www.moneysavingexpert.com/
Mental Health & Money Advice - https://www.mentalhealthandmoneyadvice.org/scot/
Aberdeen Citizens Advice Bureau - https://www.cas.org.uk/
Financial Inclusion Team at Aberdeen City Council - https://www.aberdeencity.gov.uk

Food Resources

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

Somebody Cares about ordering food parcels. They do deliver to persons unable to get out. Phone 01224 460700 Monday to Friday between 8:30am and 4:30pm.
CFINE at info@cfine.org about ordering food parcels in Aberdeen City; they also have outlets in North East of Scotland. Phone 01224 596156 Monday to Friday between 8am and 4pm.
Salvation Army at aberdeen.citadel@salvationarmy.org.uk about ordering food parcels. Phone 01224 579370 Monday to Friday between 10am and 4pm.
Instant Neighbour about ordering food parcels. Phone: 01224 489955 Monday to Friday between 9:30am and 12:30pm or between 1pm and 4pm.
The Mission - http://www.the-mission.org.uk/ - 01224277265
Aberdeen Cyrenians - https://www.weareac.org/

Furniture

Apply to the Scottish Welfare Fund / Aberdeen City Council or phone 0800 030 4713
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
Gumtree
Facebook
Aberdeen helping hands

Health and Mental Wellbeing

Breathing Space is a free, confidential service for anyone feeling low, anxious or depressed. Struggling to cope? Text SHOUT to 85258. Their confidential and anonymous service is available 24/7 and texts are free from all major mobile networks in the UK.
Whatever you're going through a Samaritan will face it with you. Contact them at www.samaritans.org 24 hours a day, 365 days a year. You can get in touch about anything that’s troubling you, no matter how large or small the issue feels. Phone for free 116 123 24 hours a day or night 365 days a year or email your thoughts to jo@samaratans.org
NHS 24 – 111
Duty Social Work - OOHS - 08007315520
Mental Health Aberdeen - https://www.mha.uk.net/
Mind - https://www.mind.org.uk/
No panic - https://nopanic.org.uk/
CLAN - https://www.clancancersupport.org/
Cancer Research UK - https://www.cancerresearchuk.org
MacMillan - https://www.macmillan.org.uk/
Marie Curie - https://www.mariecurie.org.uk/
British Heart Foundation - https://www.bhf.org.uk/
Sue Ryder - https://www.sueryder.org/
Alcohol & Drugs Action - www.alcoholanddrugsaction.org.uk
Alcoholics Anonymous - https://www.alcoholics-anonymous.org.uk/
Gamble Aware - https://www.begambleaware.org/
Relate - https://www.relate.org.uk/
Curse Berevement Care - https://www.cruse.org.uk/
Grampians Woman Aid - https://www.grampian-womens-aid.com/newsevents/
Aberdeen Cyrenians - https://www.weareac.org/

Legal Assistance

CAB Scotland - https://www.citizensadvice.org.uk/scotland/
Shelter Scotland - https://scotland.shelter.org.uk/
Scottish Courts - https://www.scotcourts.gov.uk/

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

To report an emergency repair, please call Orbis Protect 0151 343 2906.
To report a gas emergency, please call 0800 111 999
To report a power cut, please call 0800 300 999
To report a loss of water, please call 08000 778 778.
Aberdeen City Council - https://www.aberdeencity.gov.uk/
Aberdeenshire Council - https://www.aberdeenshire.gov.uk/
Moray Council - http://www.moray.gov.uk/
Instant Neighbour - https://www.instantneighbour.co.uk/
Somebody Cares - https://www.somebodycaresscotland.org/

Rebecca's Round Up

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: .
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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