Smaller Default Larger

Customer Care

Help and Information  

  • All complaints will be acknowledged within 5 working days and provided with a full written response within 20 working days.
  • We provide a wide range of information and are committed to being open about the information we hold.
  • On request, you can access information we hold about you.
  • Our staff are trained to deal with your housing and maintenance enquiries.
  • We aim to answer all telephone calls within 5 rings.
  • We will acknowledge letters and e mails within 5 working days and provide a full written response within 20 working days.
  • We aim to keep appointments, if we cannot do so we will keep you informed.
  • We will provide a private interview room on request.
  • We will not disclose your details to third parties without your consent.

Courtesy and Fairness

  • Our staff will be courteous and friendly whenever they speak to you.
  • Our staff will give their name when answering the telephone.
  • We will treat your enquiry in strict confidence.
  • We will treat you fairly and impartially.
  • We aim to provide the same high standard of service to all residents.

Quality of Services 

  • Our Service Standards will be reviewed with customer involvement.
  • We will monitor the standard of our services and compare them to other service providers.
  • We will consult widely through surveys to ensure our services meet your requirements.
  • We will demonstrate our commitment to delivering quality services through Investors in People Standards.

Your responsibilities 

  • Be polite and courteous when speaking to our staff.
  • Foul and abusive language and Anti Social Behaviour will not be tolerated. It is unfair to staff and other customers. Staff will terminate the call, or you may be asked to leave, if bad language continues.
  • Read the information we send you and provide information we request. This will help us to deliver services more efficiently.
  • Keep us informed of any changes of circumstances, for example who is living in the household and contact numbers.
  • Keep appointments we make with you or tell us in advance of any changes. Please be patient. We aim to keep waiting times to a minimum.