Customer Care
At Ascham Homes, we want all of our residents to receive
excellent standards of customer service.
What to Expect From Us
When You Contact Us
- we are available on the phone from 8am- 8pm Mondays to
Fridays
- we are available to visit in person from 10am-6pm on Mondays
and 9am-5pm on Tuesdays to Fridays (Willow House)
- We will answer your telephone call within 7 rings
- call you back on the same day if you call before1pm and by 1pm
the following day if you call after 1pm
- we will wear name badges and give you our names on the phone so
that you know who you are speaking to
- we will forward our telephones to colleagues when we are out of
the office
- we will reply to letters and emails within 10 calendar
days
- when we pass your enquiry on to another member of staff, we
will pass on all of the details, so that you do not have to repeat
it
- we provide a contact name, office and e-mail addresses and a
direct dial number in all our correspondence
When We Visit You
- we will have an identity card with a photograph
- we will have language and Braille ‘flash’ cards to help
customers who do not speak English
- wait outside whilst you check with the Ascham Direct call
centre if you are not sure of their identity
- keep to appointment times
- tell you beforehand if we have to cancel an appointment
Informing and Consulting You
- we will visit residents within 6 weeks of moving in
- we provide information about our services in our Resident
Information Pack, on our website and at our customer reception at
Willow House
- we provide six newsletters each year
- We will let you know how well we are doing at providing
services to you
- We will survey residents regularly on the standard of services
they receive
- We will offer a range of opportunities for residents to be
involved
- We will consult residents as set out in the Resident
Participation Compact
Our Communications
- we will write in plain English
- we will provide our key publications in the most common
community languages and other formats such as audio tape, Braille
and large print.
- we will provide interpreters and British Sign Language (BSL)
signers for residents with specific needs.
- We will always be polite and professional and treat all
customers equally regardless of ethnic background, faith, sex,
sexuality or disabilities.
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