CUSTOMER CARE SERVICE STANDARDS

Transcription

1 CUSTOMER CARE SERVICE STANDARDS April 2018

2 This service standard provides information about your rights and responsibilities as a tenant of The Community Housing Group (the Group) and it sets out the standards of service you can expect from us and some of your responsibilities as a tenant. If you have any queries or comments about your tenancy, please contact the Customer Service Centre on or information@communityhg.com. If they are unable to help you they will pass you onto your Neighbourhood Officer. In this service standard you will find information about: Page How to contact us 2 What you can expect from us 3 What we expect from you 3 Social media 3 Keeping you informed 4 Translations 4 Treating people fairly 4 How will you know if we have met these service standards 4 HOW TO CONTACT US Telephone (24 hours) Online through MYaccount - then select the MYaccount icon Online Facebook Twitter Postal address, customer reception and digital kiosk information@communityhg.com Community House, Stourport Road, Kidderminster, Worcs, DY11 7QE Office opening hours (Monday Friday) 8.45am pm - 2 -

3 WHAT YOU CAN EXPECT FROM US Customer Contact When you visit our office we will ensure you are seen within 10 minutes. When you contact us by telephone we aim to answer your call as quickly as possible. During busy periods we will advise you of your position in the queue and approximate waiting time. You will have the option to request a call back should you not wish to wait. When you call the Customer Service Centre you will be treated with respect and a positive manner. Where the Customers Service Officer cannot deal with your enquiry, they will arrange for someone to help you with or make an appointment (including home visits) for you to see a named officer or for that officer to call you back. When you contact us by phone, letter or we will respond within three working days (unless you have received an out of office response). If we are unable to answer your enquiry straight away, we will let you know and provide a full response within 15 working days. We will be professional, helpful, polite and treat you with respect and honesty in all our dealings with you. We will use plain English and avoid jargon to ensure you fully understand what is happening. WHAT WE EXPECT FROM YOU You treat our staff and contractors politely and with respect and courtesy. You will provide us with all the information we need so we can deal with your enquiry. To allow us or our contractors access to your home to undertake planned repairs, inspections and annual gas safety inspections. When we visit your home, your home is clean, tidy and smoke free. When requested you answer two separate questions to check your identity. SOCIAL MEDIA We recognise that some of our customers use social media (Facebook, Twitter) and may wish to contact us via social media. While we are unable to deal with individual enquires on open platforms, we are happy to contact you off-line where no personal information can be seen. Where misleading or incorrect statements are made on public social media platforms, we reserve the right to correct these. KEEPING YOU INFORMED We are committed to keeping our customers informed and will use our website and social media platforms to provide you with up to date information about our services and performance. There will also be opportunities for you to be involved and complete surveys. At Your Home Employees or our contractors will introduce themselves to you, giving you their name and position and show you their official identification. If we or our contractors visit you in your home, we will respect your right of privacy.* * All our staff have a duty to report any issue where they may be concerned about the wellbeing of a child or vulnerable adult

4 Social media & digital platforms Facebook facebook.com/ TCHGHousing TCHG Website WTC Website Information available Information on tenant services, opportunities to be involved and links to surveys Service satisfaction surveys Promotion on relevant information such as opening hours, interruption in services Information on TCHG landlord services Information about services provided by If you do not have access to the internet through a computer or smart phone, we have internet enabled computers available at Community House for customers to use and there are computers available in the local library. If necessary, leaflets will be provided. TRANSLATIONS If English is not your first language, we will arrange for a translator to help you. If you are deaf or have partial hearing, we will arrange for a trained sign language interpreter to help you. If you or someone you know has difficulties in reading any of our publications, we will arrange for them to be produced in a more suitable format (in large print, on audio cassette or Braille as required). TREATING PEOPLE FAIRLY The Community Housing Group celebrates the fact that as we are different together and our customers, like our employees, come from diverse backgrounds, have different beliefs and have a range of needs. Ensure all our customers are treated with dignity and respect. Challenge any inequalities. Anticipate, and respond positively to, different needs and circumstances so that everyone can access the services they are entitled to. HOW WILL YOU KNOW IF WE HAVE MET THESE SERVICE STANDARDS? We will collect and report on the levels of customer satisfaction for different service areas. These reports will be issued to our Group Board, the Customer Voice and Assurance Group and published on our website. The Customer Voice and Assurance Group and Group Board will receive regular reports on performance against our Customer Engagement Strategy. We will also involve tenants in reviewing our performance, reviewing standards and identifying ways to improve the service. If you would like to be involved please information@communityhg.com or call This information will be reviewed each year and we welcome your comments on how it can be improved. We are committed to involving customers in the running of the Group. If you or someone you know would like this booklet in another format or language, please contact us on To ensure that each of our customers have equal opportunities to access our services, we will: - 4 -

5 The Community Housing Group Limited 3 Foley Grove Foley Business Park Stourport Road Kidderminster Worcestershire DY11 7PT Telephone: information@communityhg.com Web: Facebook: facebook.com/tchghousing