Customer service standards

We will:

• Be polite, patient, friendly and listen.
• Endeavour to resolve customers queries fully, but if for any reason we cannot do this straightaway we will explain this and give an appropriate timescale of when a full response will be made.
• Keep customers informed on the timescale and progress being made on their issue.
• Provide information needed in alternative formats e.g. large print, braille or audio upon request.
• Use plain and jargon free language in our communications, making them suitable for the customer’s needs.

Our standards:

• We will aim to answer your call within 10 rings.
• We aim to answer your enquiry in full at the first point of contact.
• If we cannot fully resolve your enquiry at the first point of contact, where possible we will pass you on to the right person or department.

When reporting a repair:

• We will give you a job number so that we can liaise with you about the job
• When anything changes, we will let you know as soon as we can.
• We will let you know when a contractor is coming.
• We will let you know if there is a cost to yourself

When a letter or email is received:

• We aim to respond within 10 working days.