Customer Charter 08
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IMPROVING OUR SERVICES CUSTOMER CARE CHARTER Booklet Eight
Improving our Services
Continuous improvement of our services is a priority for us. We value the role you play in this and place great importance on talking to you and listening to your views.
Derby Homes Customer Care Charter - Improving our Services
Tenant and leaseholder To continuously improve our involvement is essential service we will: when improving services and developing new initiatives. • conduct a city wide If you would like to know customer satisfaction more about getting involved survey at least every you can obtain information three years and report the from any housing office, the results of this survey in Tenant Involvement Team or Derby Homes News and the Derby Tenants Resource our annual report Centre, Ground Floor, St • regularly carry out Peters House, Gower Street, customer satisfaction Derby DE1 1SB. Telephone surveys for all key areas 01332 256213. of our service E-mail [email protected]
•
•
•
monitor the Top Ten Standards agreed by tenants and leaseholders and report the results in our annual report report on service performance at local meetings and Local Housing Boards publish performance information on our website and key publications.
•
•
•
involve you in the development, review, inspection, and monitoring of our services offer and publicise a range of ways for you to get involved and influence the services you receive ensure learning from all customer feedback including complaints is used to improve services.
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 Care Charter - Improving our Services Produced by in-house Graphic Design and Marketing Department 00169 09/07 VERSION 1.0
Improving our Services
Continuous improvement of our services is a priority for us. We value the role you play in this and place great importance on talking to you and listening to your views.
Derby Homes Customer Care Charter - Improving our Services
Tenant and leaseholder To continuously improve our involvement is essential service we will: when improving services and developing new initiatives. • conduct a city wide If you would like to know customer satisfaction more about getting involved survey at least every you can obtain information three years and report the from any housing office, the results of this survey in Tenant Involvement Team or Derby Homes News and the Derby Tenants Resource our annual report Centre, Ground Floor, St • regularly carry out Peters House, Gower Street, customer satisfaction Derby DE1 1SB. Telephone surveys for all key areas 01332 256213. of our service E-mail [email protected]
•
•
•
monitor the Top Ten Standards agreed by tenants and leaseholders and report the results in our annual report report on service performance at local meetings and Local Housing Boards publish performance information on our website and key publications.
•
•
•
involve you in the development, review, inspection, and monitoring of our services offer and publicise a range of ways for you to get involved and influence the services you receive ensure learning from all customer feedback including complaints is used to improve services.
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 Care Charter - Improving our Services Produced by in-house Graphic Design and Marketing Department 00169 09/07 VERSION 1.0
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