Customer Care Standards
We are committed to providing a
high quality, helpful and efficient service to all our customers
and future customers.
The following is a summary of our customer care standards:
- All telephone calls to be answered within four rings and if the
query cannot be answered immediately, we will ring back the next
working day
- An acknowledgement or reply to a letter within five working
days, or to an email within two working days
- To be seen within five minutes if visiting an office and you
have an appointment, or if you don’t have an appointment, to be
seen within ten minutes
- Repairs to be completed within the timescale you are given
You can expect:
- To have your enquiry dealt with promptly and efficiently
- To be treated fairly and politely
- To be offered a private interview and any personal information
to be treated confidentially
- To be provided with information on our housing services and
standards of performance
- Staff to be informed and helpful, and to listen to and take
account of your views
- Translation of any document to be arranged for you into an
appropriate format eg written or recorded or we can arrange for an
interpreter
If you feel that we have not
provided you with a high quality service you can make an official
complaint.