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During working hours any tenant ringing the Association, will have their call answered in person. There will be no answering machine, voice mail or digital control centre except in periods of staff training or evacuation from the building.
Customer Services will answer basic repair and maintenance queries. If the query can not be satisfactorily dealt with using the Repairs Handbook, they will pass the call onto a technical member of staff.
All the Association's Housing Management staff are presently based in town centre locations and will remain there in the future so that tenants can combine a visit to Association with other errands.
Tenants/applicants who wish to speak to a member of staff in person can come into reception at the Association’s Abingdon, Wantage or Witney offices on any weekday from 9.00 am to 5.00 pm at Abingdon and Wantage and between 8.30am to 5pm Monday to Thursday and 8.30am to 4.30pm on Friday at the Witney office. They can also arrange to come into to the Hanney office by special appointment. Senior members of staff are available by appointment only. We also have an office that is part of the blocks of flats that we own in Brackley; this is staffed part time.

The majority of telephone calls are logged on a hand-written record. Calls concerning new maintenance jobs are logged on a computer as soon as they are received at Hanney.
All staff including Reception Staff, Area Housing Managers, Housing Officers and Customer Services sign in and out each day, with the time they enter or leave the building. This information is recorded in a log book kept in the entrance of each office. Unless away from their desk or in a meeting they are available to talk to tenants during normal working hours. Housing Manager and Housing Officers also record their whereabouts on whiteboards near their work station.