Page 3

a) Customer service, choice and complaints We will: n provide a range of ways for you to contact us p by telephoning our contact centre, Homes Direct, on 01902 556789 Monday - Friday 8.30am - 6.00pm, Saturdays 9.30am - 1.00pm p by visiting one of our One Stop Shops p by email, homes.direct@ wolverhamptonhomes.org.uk p by text 60066 (start your text WHomes followed by a space) p by writing to one of our offices p by using our interactive web-site designed with tenant involvement p by phoning the out-of-hours service if you have an emergency when we are closed 01902 552999 n answer calls to Homes Direct and deal with face to face enquiries promptly within agreed timescales n respond to e-mails and letters within agreed timescales n resolve your enquiry at first point of contact n make it easy for you to raise any concerns with us through a clear complaints procedure b) Involvement & empowerment We will: n Make sure that there are opportunities for tenants to get involved at different times and in different ways so that every tenant has the opportunity to have their say. n Involve tenants in all service areas so that the service reflects tenants’ priorities. n Involve tenants in reviewing our services, including Tenant Involvement. n Use your feedback to identify what’s most important to tenants and drive improvement. 3

n Publish information on how your views have been used to influence services. n Offer training and development opportunities to help involved tenants to be effective in their role. n Pay out of pocket expenses to those who attend meetings. n Consult you on any proposed changes to our services including Tenant Involvement. n Provide an annual report setting out our performance against target. n Support Tenant & Resident Associations to promote Tenant involvement on their estates. n Work with tenant groups such as Wolverhampton Federation of Tenants Associations (WFTA) and All Cultures One Voice (ACOV) to promote and support tenant involvement across the city.

Our Service Standards  
Our Service Standards  

This leaflet tells you about the services we deliver to tenants, leaseholders and other service users to meet the National Standards for Hou...