‘Good customer care is the foundation on which to build one of the best housing services in London. It is also an essential part of putting residents at the centre of all that we do. We seek to create a customer-focused service that sees things from a user’s point of view and which learns from customer feedback.’

Ascham Homes customer care strategy

Our approach to customer care is based on:

We are committed to making sure that all sections of the community receive a fair and equal service, according to people’s needs
Our staff represent the people we serve
You are aware of the choices available and what you might reasonably expect from our service
Our services will be accessible and it will be easy for you to get hold of information
You will have a positive experience when you contact us, even if we are unable to satisfy your request
Complaints and compliments help us to learn what you like and don’t like about the service
Monitoring the contact we have with you will help us to change in response to your priorities and needs
Our staff will have the tools they need, such as clear procedures, to enable them to serve you efficiently and well.

We will judge the success of our approach based on the following:

An increase in customer satisfaction to be among the best in London
An equally high level of satisfaction among all our customers
Whether we achieve our main customer targets
Access to independent support services for people who need expert help
Changes to policies and procedures as a result of your feedback
The board and our partners will be clear that we are delivering successful outcomes
We will have sufficient capacity to meet the demands of a modern customer environment.