Customer Charter 01
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OUR STANDARDS OF CUSTOMER CARE CUSTOMER CARE CHARTER
Booklet One
Our Standards of Customer Care
Our customers have every right to expect a high standard of customer care. This leaflet sets out our core values and the principles of customer care we have adopted in order to meet your expectations.
Derby Homes Customer Care - Our Standards of Customer Care
Our Core Values Derby Homes will: • • • • • • • • • • •
be open and honest hold high standards in everything we do listen and consult seek sustainable solutions promote equality of opportunity celebrate and be inclusive of cultural diversity work in partnership with others value our employees and the services they provide strive to offer best value services learn from our mistakes innovate and manage risk.
Our Principles of Excellent Customer Care Derby Homes is committed to treating you politely, fairly and professionally. To achieve this we will: • be friendly, open and approachable • be fair and recognise the needs of different communities • listen to show that we are interested and take your requests seriously • be patient and ask relevant questions to establish facts • be helpful and offer relevant information, support and advice
Derby Homes Customer Care - Our Standards of Customer Care
• wear our name badges, give our names, section and telephone number in all communication • be constructive and take responsibility, whenever possible, to resolve issues rather than pass you on to someone else • be realistic and not make promises to you that we cannot keep • respect your views and welcome your suggestions but we will not tolerate abusive or aggressive behaviour • be accurate and keep records of all actions agreed and ensure that they are carried out.
More Information We have 10 leaflets that cover these areas: 1. 2. 3. 4. 5. 6.
Our standards of customer care Getting in touch Treating you fairly Paying your rent Maintaining your home Enforcing conditions of tenancy and dealing with antisocial behaviour 7. Improving our estates 8. Improving our services 9. Paying compensation to you 10. When things go wrong - how to complain We will update these leaflets regularly and will add other leaflets when needed.
Living Up to Our Values If you want to comment on our service you can use a comments form. These are available at every housing office. If you feel that we have not lived up to our values, principles and standards then we want to know. You can do this by speaking to staff who provided the service. If you remain dissatisfied you can ask to speak to their line manager. If you are still dissatisfied then you can make a complaint. Please telephone 01332 711000 and ask to speak to our performance team or ask at one of our offices for a complaint form.
Contact Us Enquiry Centre 01332 711000 8am - 8pm Mon - Fri 9am - 12noon Sat enquirycentre@ derbyhomes.org Carelink Emergency repairs out of hours 01332 256060 Allenton Housing Office, Bingham Street, Allenton, Derby DE24 9BS Alvaston Library 1252 - 1254 London Road, Alvaston, Derby DE24 8QP
New Sinfin Library Arleston Lane, Sinfin, Derby DE24 3DS Old Sinfin Housing Office, Shakespeare Street, Sinfin, Derby DE24 9HE Stockbrook Street Housing Office, Stockbrook Street, Derby DE22 3WH Sussex Circus Housing Office, Chaddesden, Derby DE22 6YF
Browning Circle Office, Browning Circle Derby DE23 8AR Mackworth Housing Office, 89 Prince Charles Avenue, Derby DE23 4BG
Telephone calls to our enquiry centre may be recorded and monitored for training and quality purposes.
We can give you this information in any other way, style or language that will help you access it. Please contact us on 01332 711000, minicom 01332 711080 fax 01332 711001. | 01332 711000
| 01332 711080 01332 711000 |
| 01332 711080
01332 711000 |
| 01332 711080
| 01332 711000 | 01332 711000 01332 711000 |
| 01332 711080 | 01332 711080 | 01332 711080
[email protected]
www.derbyhomes.org
Derby Homes Limited is a local authority controlled company, being under the control of Derby City Council. Registered number 4380984. Registered Office Floor 2, South Point, Cardinal Square, 10 Nottingham Road, Derby, DE1 3QT Customer Charter - Our Standards of Customer Care Produced by in-house Graphic Design and Marketing Department 00169 01/08 VERSION 1.0
Booklet One
Our Standards of Customer Care
Our customers have every right to expect a high standard of customer care. This leaflet sets out our core values and the principles of customer care we have adopted in order to meet your expectations.
Derby Homes Customer Care - Our Standards of Customer Care
Our Core Values Derby Homes will: • • • • • • • • • • •
be open and honest hold high standards in everything we do listen and consult seek sustainable solutions promote equality of opportunity celebrate and be inclusive of cultural diversity work in partnership with others value our employees and the services they provide strive to offer best value services learn from our mistakes innovate and manage risk.
Our Principles of Excellent Customer Care Derby Homes is committed to treating you politely, fairly and professionally. To achieve this we will: • be friendly, open and approachable • be fair and recognise the needs of different communities • listen to show that we are interested and take your requests seriously • be patient and ask relevant questions to establish facts • be helpful and offer relevant information, support and advice
Derby Homes Customer Care - Our Standards of Customer Care
• wear our name badges, give our names, section and telephone number in all communication • be constructive and take responsibility, whenever possible, to resolve issues rather than pass you on to someone else • be realistic and not make promises to you that we cannot keep • respect your views and welcome your suggestions but we will not tolerate abusive or aggressive behaviour • be accurate and keep records of all actions agreed and ensure that they are carried out.
More Information We have 10 leaflets that cover these areas: 1. 2. 3. 4. 5. 6.
Our standards of customer care Getting in touch Treating you fairly Paying your rent Maintaining your home Enforcing conditions of tenancy and dealing with antisocial behaviour 7. Improving our estates 8. Improving our services 9. Paying compensation to you 10. When things go wrong - how to complain We will update these leaflets regularly and will add other leaflets when needed.
Living Up to Our Values If you want to comment on our service you can use a comments form. These are available at every housing office. If you feel that we have not lived up to our values, principles and standards then we want to know. You can do this by speaking to staff who provided the service. If you remain dissatisfied you can ask to speak to their line manager. If you are still dissatisfied then you can make a complaint. Please telephone 01332 711000 and ask to speak to our performance team or ask at one of our offices for a complaint form.
Contact Us Enquiry Centre 01332 711000 8am - 8pm Mon - Fri 9am - 12noon Sat enquirycentre@ derbyhomes.org Carelink Emergency repairs out of hours 01332 256060 Allenton Housing Office, Bingham Street, Allenton, Derby DE24 9BS Alvaston Library 1252 - 1254 London Road, Alvaston, Derby DE24 8QP
New Sinfin Library Arleston Lane, Sinfin, Derby DE24 3DS Old Sinfin Housing Office, Shakespeare Street, Sinfin, Derby DE24 9HE Stockbrook Street Housing Office, Stockbrook Street, Derby DE22 3WH Sussex Circus Housing Office, Chaddesden, Derby DE22 6YF
Browning Circle Office, Browning Circle Derby DE23 8AR Mackworth Housing Office, 89 Prince Charles Avenue, Derby DE23 4BG
Telephone calls to our enquiry centre may be recorded and monitored for training and quality purposes.
We can give you this information in any other way, style or language that will help you access it. Please contact us on 01332 711000, minicom 01332 711080 fax 01332 711001. | 01332 711000
| 01332 711080 01332 711000 |
| 01332 711080
01332 711000 |
| 01332 711080
| 01332 711000 | 01332 711000 01332 711000 |
| 01332 711080 | 01332 711080 | 01332 711080
[email protected]
www.derbyhomes.org
Derby Homes Limited is a local authority controlled company, being under the control of Derby City Council. Registered number 4380984. Registered Office Floor 2, South Point, Cardinal Square, 10 Nottingham Road, Derby, DE1 3QT Customer Charter - Our Standards of Customer Care Produced by in-house Graphic Design and Marketing Department 00169 01/08 VERSION 1.0
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