Our Customer Care Standards
Be welcoming
We will:
- deal with your enquiry sensitively
- be friendly, polite and keen to help you
- wear a visible identity badge, and
- promote and provide equality and fair treatment for everyone
Be accessible
We will:
- provide a customer point of contact at our contact centre between 8am – 8pm, Monday – Friday.
- Answer your telephone call within five (5) rings, telling you who we are and asking how we may help you
- forward our phone to colleagues when we are out of the office
- call you back on the same day if you call before 1pm and call you back by 1pm the following day if you call after 1pm
- clearly display opening times at our reception sites
- provide access to services and information through our web site www.aschamhomes.org.uk
- make a number of our services available in the most common community languages; Braille; audio tapes; large print documents. These services are available on request
We will keep you up to date:
We will:
- give you at least four newsletters each year
- reply to all correspondence within seven (7) working days
- provide a contact name, office and e-mail addresses, and a direct number in all our letters
- deal with all complaints within 28 days and learn from them, and
- write in plain language
We will keep you involved:
We will:
- encourage you to go to our board meetings and contract panels
- include you in estate inspections
- give you the opportunity to join your local tenants and residents association, and
- consult you through surveys, focus groups and contract panels, for example.
We also agree to:
- provide your personal details when we pass your enquiry to a specialist, together with the details of your enquiry, so that you do not have to repeat it to another person
- keep the appointment that you have made and tell you beforehand if we have to cancel it
- keep you informed of how well we are doing in delivering the service, and
- do our best to give you information and advice about other local services that we do not provide including services provided by the council and by other agencies
You can help us by doing the following:
- treating your home and surroundings and our staff with respect
- telling us about any changes in your circumstances so that we can provide you with the best possible service
- telling us what you think of us
We will use customer feedback to improve our service. Please tell us if you feel that we have not met any of the service standards. If you are not satisfied with our response you can make a formal complaint. The leaflet Ascham Homes Complaints Procedure gives you information about making a complaint and is available from all of our outlets. Our staff will help you in making a complaint if you are not able to do so.