Customer Service Charter
Our Commitment to You
We aim to provide you, our customer with a very high level of customer service.
This charter sets out our promises to you, so that you can know what to expect when you stay with AHL, and how to provide feedback to us should we not meet these standards.
We also have expectations of how you will treat other residents and our staff, which are also outlined in our charter. These standards will be measured and reviewed regularly using customer and staff feedback.
Our management style and customer interaction will reflect AHL’s values of being Impartial, Committed to Service, Accountable, Respectful and Ethical.
For our customers we will do our best to deliver a good experience in our hostels. We will do this by providing;
a well presented hostel
clean and comfortable beds
service with a friend smile from our trained staff
Our Promise to You
We promise to treat you with dignity, respect, listen to you and respect your privacy, by
acting in a way that shows you are respected and considered worthy
ensuring your safety (our number one priority)
paying attention to what you are saying and doing our best to help you
keeping your private information confidential
You Can Assist Us By
You can help us by treating other residents and our staff with respect, obeying rules and paying your tariff.
You can also do this:
with manners and showing respect towards others and their property
by following and respecting rules
by paying your rent
by raising any topic or problem with staff that is causing you issues so that we can try and resolve them quickly
Your Feedback is Important to Us
If you feel we are not living up to our standards or would like to share a positive experience with us, you are welcome to make comments and/or suggestions via: