Customer service standards
When you phone, we will:
- Answer your call within five rings
- Introduce ourselves, deal effectively with your query, or put you through to the right person straight away
- Ring you back if the query is going to take a long time to sort out (e.g. more than 15 minutes)
When you email or write, we will:
- Answer within 5 working days at the latest
- Use plain language and no jargon
- Include full details of who has written the letter or email, and who to contact
When you want to speak to someone in person, we will:
- Arrange an appointment at a convenient time for you, either at your home or in a local office within 2 working days of your request
- Treat you politely and serve you with courtesy and respect
- Be dressed smartly and wearing a name badge
- Arrange for a signer, a translator, or interpreter if you need one
When you visit our offices, we will:
- Provide welcoming and comfortable reception areas
- Arrange for you to be seen by a member of staff within 10 minutes
- Provide private interview facility to discuss confidential matters
We will monitor these standards by:
- Arranging residents to carry out monthly mystery shopping exercises
- Carrying out monthly office audits
- Monthly monitoring of telephone performance
- Monthly monitoring of formal complaints received
- Regular audits and assessments by Quality Housing Services
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