Customer Charter
We are committed to excellent Customer Service
and we have been working closely with our tenants and staff to
develop our Customer Charter which sets out our 12 Customer
Commitments based around our values.
Our 12 Customer Commitments:
We will provide all of our customers
with a service that is:
Approachable
1. We will offer you a wide range of ways for
you to contact us; and wherever possible, we will communicate with
you in the way that best suits you.
2. We will always be polite and welcoming and
identify ourselves fully whenever we communicate with you. When we
meet you we will wear a name badge so you know who we are.
3. We will listen to what you say and make
sure we’ve fully understood you before we deal with your query or
request. We will always do our best to find the right person to
help you whenever you contact us.
4. We will use plain and clear language when
we write or speak to you and make sure you understand the
information or advice we’ve given you.
Professional
5. We will tell you honestly if something
can’t be done, if we need to change or cancel an appointment, or if
we are going to be late.
6. We will make sure we have knowledgeable and
well-trained staff to be able to give you accurate advice and
information.
Trustworthy
7. We will keep you informed about the
progress of your request or query, tell you about any changes or
decisions we make and explain to you what we’re doing and why.
8. We will admit when we get things wrong or
make mistakes and apologise for any errors or
misunderstandings.
Respectful
9. We will treat you as an individual and show
an understanding of your needs, particularly if you require extra
help or care.
10. We will be courteous and well mannered,
and show respect to you and our colleagues. If you have a personal
matter you wish to discuss, we will arrange to do this
privately.
Progressive
11. We will improve our on-line services, but
make sure we don’t forget about people who can’t access the
internet.
12. We will encourage you to be involved in
what we do, learn from your ideas and suggestions and use what
you’ve told us to improve our services.
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