Accommodation Service: Customer Service Charter

Our standards, values and commitments to the Accommodation Service residents and customers.

Primary page content

This charter is for residents of Dean House and Loring Hall, as well as anyone coming to Goldsmiths Accommodation Service for help with issues or advice.

Our Values

  • Committing to inclusivity for everyone and striving to meet the needs of individuals
  • Being ambitious in our delivery by setting high standards and putting our students and staff at the fore front of our approach
  • Providing professional services where staff are knowledgeable, respectful, supportive and ethical
  • Offering an excellent experience by continually innovating and improving our services
  • Working collaboratively to provide effective and responsive services

Our Commitments

Relationships and communication

  • To be friendly, approachable and willing to help those who use our services
  • To provide a welcoming environment through our attitudes and our spaces
  • To communicate with all students, staff and members of our community in a timely and jargon free way

Information and Knowledge

  • To provide clear information and guidance about requirements, deadlines and expectations around our services
  • To ensure our policies and procedures are robust and effective in maintaining standards and enhancing the student experience
  • To provide training and development to all staff across the Student Experience Directorate so they are confident and able to deliver a responsive service

Professional and Respectful

  • To treat your data with respect by ensuring all our staff have a clear knowledge of Data Protection
  • To offer expert, comprehensive and professional answers to enquiries from students, staff and the community


  • To be well-informed about our programs, policies, departments, facilities and campus so those who use our services can rely on us to work collaboratively to find the best solutions for you
  • To listen and understand your needs and provide the most appropriate information or resources to find a resolution.

Continuous improvement and feedback

  • To proactively seek feedback and make improvements to our services and products
  • To work closely with the Goldsmiths community and the Student’s Union when reviewing and developing our services

Customer Service Standards


Customer Service Standard

Performance for 2018/2019 academic year

We will maintain our advertised opening and contactable hours 100% of the time

These standards will reported on after the end of the academic year

Our websites and online services will be available 24/7 100% of the time (excepting periods of advertised maintenance)

We will acknowledge and respond to all written enquiries and feedback to within 3 working days

80% of face to face enquiries will be resolved at first point of contact and the remainder referred to appropriate colleagues