Customer Service Standards

Customer service is at the heart of Blackwood.  Blackwood value our customers and are committed to delivering excellent services to our customers. As your primary point of contact, we aim to deliver excellent service and get things right the first time. We work with responsibility, openness, honesty, respect, and understanding. Calls are recorded for quality and training purposes.  

Emergency Repairs Notice: To ensure urgent matters are addressed without delay, please call us directly to report any emergency repairs. For out-of-hours emergency repairs, call our main number and your call will automatically forward to Bield24.  

Contact Information:  

  • Phone: 0131 317 7227  

  • Email: cst@blackwoodgroup.org.uk  

  • Post: Blackwood Homes and Care, 160 Dundee Street, Edinburgh, EH11 1DQ  

Opening Hours:  

  • Monday: 9am to 5pm  
  • Tuesday: 9am to 5pm  
  • Wednesday: 10am to 5pm  
  • Thursday: 9am to 5pm  
  • Friday: 9am to 4pm  

Service Standards & Timescales:  

  • Staff will be polite, professional, respectful, and keep calls confidential every time.  

  • We aim to answer 80% of phone calls in 30 seconds and introduce ourselves.  

  • We aim to resolve your enquiry on the first call; if not, we will respond within 5 working days.  

  • We aim to answer every call and if necessary will try to transfer you to the right department when necessary.  

  • We provide clear information every time.  

  • We aim to respond to your email within 1 working day  

  • We acknowledge letters within 3 working days.  

  • All callers are offered an end-of-call feedback survey to help us learn and improve.