Our customer charter was developed with residents and details the service you can expect to receive from us. We have listed our service commitments below but you can also read our full customer charter.
- We will always tell you our name and job title and how you can contact us again if you need to.
- Our staff will always wear name badges, and our contractors will always carry identification.
- We will respect you, your family and your home, and will be polite.
- We will always use simple language and explain anything that you don't understand. We can also arrange translations into other languages.
- We can arrange help if you cannot read a letter or publication we have sent .A member of staff may read it to you, or we may send it in a different format (for example, on tape or in large print).
- We will clearly display the opening times at all our offices.
- We will greet you when you arrive at one of our offices, or within five minutes if the reception is busy.
- In our head office reception area we will provide toilet facilities, baby-changing, a waiting area, a hearing loop and rooms where we can discuss any private issues you may have. We will also provide information such as newsletters, posters and other notices.
- If you don't have an appointment, we will arrange for a member of staff to see you within 20 minutes.
- We will answer the phone within eight rings. If you leave a message you will receive a call back. It should usually be within one working day.
- If you write or send an email to us, we will record when it arrives, and send a response within 10 days (including weekends). If we need more time to respond, we will let you know as soon as we know that it is going to take longer.
- We will keep our website up-to-date with useful information about us and the services we provide.
- We will monitor how we perform against our targets and commitments.
- We will consider all suggestions for improvements. When we change a service because of some feedback,
- we will tell you about it through our newsletters, website and posters.
- We will investigate all complaints we receive and respond within the target times set out in our complaints procedure. If it is likely to take longer than our target, we will arrange a timetable with you for sorting out the complaint.
