Our service standards

We aim to provide you with good, reliable and improving services.

To keep the quality of our services high, we have drawn up a list of the minimum standards we will meet in key areas of our work. These set out what you can expect when you:

• call at our offices
• phone us
• write to us
• make an appointment for someone to visit you at home
• provide us with personal information
• make a complaint

When you visit our offices

• we will clearly display our opening hours.
• our offices will be welcoming, comfortable and accessible to all.
• our staff will be wearing name badges.
• we will provide leaflets and information about our services.
• if you ask us, we will provide this information in other languages, in large print, Braille or on tape.
• we can provide a telephone interpretation service.
• we can provide private meeting rooms.
• a duty officer will try to meet you within 10 minutes of your arrival.
• we will provide you with a written record of your meeting.
• hearing loops are available at all of our offices.

When you phone us

• we aim to answer your calls within 30 seconds.
• if the member of staff you are contacting is not available, we will try to make sure that another member of staff is available to deal with your enquiry.
• if you leave a message for a member of staff, we aim to return it by the next working day.
• if you leave a message for the Customer Services Team or duty officer, we aim to return it within two hours.
• we will make sure our voicemail messages are clear and up to date.
• we will offer to call you back if the conversation is likely to take a long time.
• we will provide an emergency repairs service, with a number you can phone when our offices are shut.

When you write to us

• we aim to reply to all letters and emails within 10 working days.
• our letters will always include the name of the staff member, their job title and an email address.

When we visit you at home

• every tenant has the right to request a home visit. We aim to make an appointment to see you within five working days, at a time that is convenient for you and for us.
• if we can’t keep to an appointment we have made with you, we will let you know as soon as possible.
• we will carry identification, which we will clearly display. if we have to visit your home without making an appointment first, we will clearly explain the nature of our visit and check that it is convenient for you.
• we will take notes at the meeting and provide you with a copy.
• if we visit and you aren’t at home, we will leave a card with details of who called and how to contact them.