Customer Care Standard
To enable you to contact us,
we will:
- Provide an Emergency Repairs service
24 hours a day, 365 days a year
- Provide a contact centre ‘Ascham
Direct’ on 020 8496 4197, which will be open from 8.00am to 8.00pm
Monday to Friday
- Open our Willow House reception from
8.00am to 6.00pm on Mondays and 9.00am to 5.00pm Tuesday to
Friday
- Open our Billericay office from
9.00am to 11.00am Tuesday and Thursday mornings
- Provide a comprehensive website with
online reporting forms
- Provide email addresses for customers
to contact staff
When you contact us, we
will:
- Answer the telephone within seven
rings, telling you who we are and asking how we may help you
- Ensure that another staff member
assists with your enquiry or takes a message if the member of staff
you are calling is not available
- Get back to you the same day if you
call before 1.00pm and by 1.00pm the following day if you call
after 1.00pm
- Respond to your letters and emails
within 10 calendar days
- Respond to formal complaints within
28 calendar days
- Keep you informed about the progress
of any complaints you make
When visiting your home, we
will:
- Carry a photographic identity card
with a contact telephone number for confirmation
- Treat you and your home with
respect
- Offer appointments for home visits to
vulnerable and elderly residents
- Contact you as soon as we can if we
are unable to keep an appointment and rearrange it
In carrying out our duties, we
will:
- Treat all customers fairly and
according to their needs
- Be polite and professional when
dealing with your enquiry
- Seek your views and comments about
improving your services
- Apologise if we make a mistake
- Aim to correct mistakes as soon as
possible and aim to learn from our mistakes and advise you what
actions we are taking to rectify the mistake
Download the 'Customer Care' service
standard leaflet
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