Customer Services Service Standard

Customer Services: we will...

• Provide an easy accessible service.
• Provide a Freephone Emergency Repairs line 24 hours a day, 365 days a year.
• Ensure our reception desk is staffed from 8.30am to 7.00pm (4.45pm on Friday).
• Answer the phone within 5 rings.
• Ensure that another staff member assists with your enquiry or takes a message if the member of staff you are calling is not available.
• Get back to you within 1 working day if you leave a message.
• Keep our reception areas clean, tidy and ensure the information available is up to date information.
• See you within 10 minutes of your arrival.
• Ensure that all staff wear an identity badge saying their name and job role.
• If you make an appointment we will do our best to see you on time.
• We will do our best to offer private interviews on request.
• Show identification and be professional at all times.
• Normally make appointments for home visits.
• Contact you if we are unable to keep an appointment as soon as we can and will rearrange it.
• Treat all customers fairly and according to their needs.
• Make our offices accessible for disabled people and provide an interpretation service if your first language is not English.
• Let you see the personal information that we hold about you.
• Apologise if we make a mistake or get things wrong.
• Aim to put mistakes right as soon as possible.
• Aim to learn from our mistakes so they don't happen again.
• Keep you informed at all times about the progress of any complaints you have made.
• Seek your views and comments about improving our service.