Our values and service standards have been developed through consultation with staff and tenants. They tell us what level of service customers can expect from us
Comments and compliments
When a customer contacts us with a comment or compliment they can expect a reply to be sent within 10 working days from the day it was received. Where we have made improvements or changes as a result of comments or suggestions we will take the time to feed this back to the customer(s) concerned.
All complaints will be acknowledged within 2 working days from the date of receipt and a full response made within 10 working days from the date of receipt. If this is not possible, the customer will be kept informed of progress and how long the investigation will take.
In most cases we will respond to complaints in the form of a letter. Where customers have a specific requirement for correspondence in an alternative format or they have indicated a preferred method of contact we will, wherever possible, make reasonable adjustments to enable us to do so.
Any further actions or lessons learnt from complaints will be followed through, published and monitored as part of our performance management arrangements. For further details of our service standards and particular roles and responsibilities please read our full policy.