Customer care service and performance standard

When you telephone us we will:

• be helpful and courteous and aim to resolve your query at first contact
• answer your call within 5 rings with a greeting including the name of the Team you have called and the name of the person answering your call, if appropriate
• tell you either the name and contact details of the person/team you are being re-directed to, if your query can’t be handled by the person who answered the call
• offer to take a message if the appropriate person is not available and pass the message on to that person
• answer all messages within 1 working day.  If the member of staff you want to speak to is not available, we will let you know
• make available a Minicom system to assist your call should you have a hearing impairment

• reply to you fully within 10 working days.  If we cannot respond fully in that time we will tell you who is dealing with your enquiry and when you can expect a full response.
• reply in a way that is easy to understand, in your preferred language and format
• where appropriate, reply in a way that addresses visual impairment; and where English is not your first language

• where appropriate, make an appointment with you beforehand, giving you the name, job title and contact details of the person who will visit you
• let you know if the person who is due to visit you can’t make the appointment and offer you another date
• carry proof of identity and be respectful to you and to your home
• leave a calling card should you not be at home, giving details of why we visited you and who you should contact to re-arrange the appointment

• aim to see you within five minutes if you have an appointment
• see you at the Tenant Services’ desk on a ‘first come, first served’ basis if you arrive without an appointment
• try and resolve complaints there and then
• attend to the special needs of individual customers and diverse sections of community
• offer you the opportunity to discuss your issue in a private interview room
• provide induction loops, arrange sign language facilities, interpreters or translation
• facilities if your require them. These may not be immediately available, so we may have to make an appointment for you at a later date