As part of Cairn’s drive towards Customer Service Excellence, and our commitment to continually improving the customer experience, we are piloting an appointment based service for all Cairn tenants, alongside reduced public opening times at our offices.
By offering an appointment based service we will be able to provide convenient individual timeslots and ensure that visitors will be guaranteed to meet with the appropriate staff member. This change will also allow us to offer lunchtime appointments.
During this three-month trial period we will ensure our offices in Edinburgh, Bellshill and Inverness are open and available for drop-in visitors. From 1st April 2019 our new reduced office opening hours will be:
- Monday 9am – 1pm
- Tuesday – 9am -5pm
- Wednesday – closed to the public
- Thursday 1pm -5pm
- Friday – closed to the public
On the days the offices are closed tenants will still be able to make an appointment to meet with a member of staff. For all enquiries, or to arrange an appointment, please contact our dedicated contact center team through:
- My Cairn, our online tenant portal, at cairnha.com/mycairn
- Webchat through our website at cairnha.com
- Email at firstname.lastname@example.org
- Calling 0800 990 3405.
Our contact center is open from 9am to 5pm, Monday to Thursday, and 9am to 4.30pm on Friday.
We anticipate that there will be no reduction in the quality of our services and urgent enquiries will still be managed within our existing service standards. By reducing the time our staff are required to be in our offices we can offer a more personalised service and allow our team to spend more time out and about in our communities, meeting with our tenants.
We would like to hear from you about how you feel about the changes and provide us with any comments or ideas you would like us to consider if we were taking this forward as a permanent change to the services we provide.
You can do this by emailing us at email@example.com.