Our service standards
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.
Complaints
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.
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