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.

Customer Satisfaction

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

  • nutritious meals

  • service with a friend smile from our trained staff



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 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: