Customer care statement

Housing Services is committed to providing a good quality, professional service and we promise to continue to improve the way in which we deal with your enquiries.

• Our aim is to provide clear information on services available

• Staff will be friendly, polite and well trained and will always wear a name badge when they are talking to you

• Letters will be answered, or acknowledged, politely, helpfully and in plain English within 10 working days. If an acknowledgement is sent, a full response will follow within 15 working days

• A translation will be provided if you ask for one

• Staff will answer the telephone and will be polite, helpful and give their names

• We will take a message and return your call within 1 working day if the person requested is not available

• If an officer is 15 minutes late on a planned appointment, they will contact you to inform you

• Pre-arranged appointments will be kept or you will be told beforehand if this is not possible

• You should leave the office knowing what action will be taken. If you want, you will get written confirmation of any decision

• If you are reporting a repair, staff will let you know either the pre-inspection arrangements or when the repair will be done. You will also be given a personal reference number relating to your report

• Private rooms will be provided for interviews whenever possible

• Tenants will be consulted and their views considered on proposed changes to the services provided for them

• Anyone who is not happy with the service they receive can discuss the matter with staff. If you are still not satisfied, you will be told about the Council’s Complaints Procedure. Please see the complaints section of this handbook for details of the Council’s Complaints Procedure.