07 September 2008


Customer Charter and Accessing Our Services

We have developed a Customer Charter and Service Standards in conjunction with stakeholders and service users, we will continually update these to reflect your continuing comments and in response to our ongoing satisfaction monitoring.

Customer Charter
 
Help and Information
  • We will help you wherever possible with your housing enquiries.
  • We will provide you with all necessary information; for example we produce a range of useful leaflets.
  • Our staff are fully trained to be able to deal with your enquiries.
  • We will answer all telephone calls within 5 rings.
  • We will answer letters within 5 working days.
    If you have made an appointment we will see you on time.

Courtesy

  • Our staff will be courteous and friendly whenever they speak to you.
  • Our staff will wear name badges.
  • Staff will give their name when answering the telephone.
  • We will treat your enquiry with strict confidentiality.

Fairness

  • You will be dealt with fairly and impartially.
  • We will treat you as we would expect to be treated ourselves.
  • We aim to provide the same high standard of service wherever you live.

Equal Opportunities

  • We will treat all customers equally.
  • We can arrange an interpretation service for those customers who do not speak English
  • We will not discriminate against anyone irrespective of age, disability, sex, race, sexual orientation or religion.

Accessing our Services
There are several ways to do so depending on the service you require. You can visit our Council Offices, attend advice surgeries at L & Q Beacon Housing Association offices, telephone or email us, write us a letter or visit our website. All contact details are listed on the following pages.
However you contact us, your query will be dealt with by a trained member of staff. They will be able to handle your query personally, or they will pass it on to someone who can.
We can deal with most enquiries straight away. With others, we might need to look into them further, or invite you in for an interview. Or we'll visit you if necessary.
We have produced and keep a wide range of leaflets and other information in our offices explaining how are services operate and the specific standards you can expect in relation to that particular services.
This information should answer most of your questions. If not, just ask a member of staff.

The individual Service Standards for each area of work are contained within the information provided under each heading, or by accessing the link above.