Customer Charter 09 Inner
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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
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 - Paying Compensation to you Produced by in-house Graphic Design and Marketing Department
Telephone calls to our enquiry centre may be recorded and monitored for training and quality purposes.
00169 01/08 VERSION 1.0
PAYING COMPENSATION TO YOU CUSTOMER CARE CHARTER Booklet Nine
Paying Compensation to You
4.
If you, or anyone in your household, have such an illness or disability, does this limit your activities in any way? Yes
No
No illness/disability
We are committed to delivering high standards and will pay compensation to you if we fail to meet our published standards in the following areas.
q
q
Asian or Asian British
5.
To which of these groups do you consider you (and your partner) belong? (Please 3 one box in each column)
Right to Repair Under the Tenants’ right to repair regulations, you have a right to have certain repairs done within set time limits. They are called qualifying repairs. If we do not complete a qualifying repair within the correct time you have the right to ask us to get another approved contractor to do the work. If this contractor fails to do the work, you may get compensation.
Missing a home visit appointment We will pay £10 for a missed appointment. This includes visits arranged by any member of staff. An appointment can be either verbal or written. A morning visit is before 12 noon. An afternoon visit is after 12 noon.
If the visitor is more than 30 minutes late and they have not contacted you before the If the second contractor does appointment time then not do your repair in time, you compensation will be paid. will get £10 in compensation. A morning appointment For every extra day you wait, you cancelled before 9.30am on the will get another £2. The most day of the appointment will not compensation you can get for any qualify for compensation. one job is £50. An afternoon appointment cancelled before 11:30pm will not qualify for compensation.
q
You Partner/Spouse
q q q
(Please 3 one box in each column)
You Partner/Spouse
Indian q Pakistani q Bangladeshi q Other Asian background (please 3 & write in) q
q q q q
Caribbean q African q Other Black background (please 3 & write in) q
q q q
q q
Other
Mixed White and Black Caribbean q White and Black African q White and Asian q Other mixed background (please 3 & write in) q
Black or Black British
White White British q White Irish q Other White background (please 3 & write in) q
q q q q
Chinese Other (please 3 & write in)
q q
We will pay £10 for each letter that isn’t acknowledged within 3 working days. This compensation scheme covers letters addressed and delivered to a specific housing office for issues that are able to be resolved by that housing office. It also includes letters delivered to Cardinal Square, for issues that are able to be resolved at Cardinal Square. A reply includes a visit, a phone-call, a written reply and an acknowledgement identifying the officer dealing with the enquiry. We will keep records of all contact.
Communal door entry system break down We will pay £5 for each four week period that the system does not work. Individual video door entry systems do not qualify. Compensation is not payable where the loss arises as a result of negligence by the tenant or failure to conform with tenancy conditions or is the fault of a third party (for example, water, gas, or electricity suppliers)
About you The following questions are included to make sure that we talk to a wide cross section of residents and include the views of all groups 1. Gender: (Please 3 one box in each column) You Partner/Spouse Male q q Female q q 2. Age (Please 3 one box in each column) You Partner/Spouse 16-24 q q 25-34 q q 35-44 q q 45-54 q q 55-59 q q 60-64 q q 65-75 q q 75+ q q 3.
Do you, or anyone in your household, have any long-standing illness, disability or infirmity? “Long- standing” means anything that has troubled you over a period of time, or that is likely to affect you over a period of time. Yes
No
q
q
Don’t know
q
Service Standards Compensation Scheme Please use this form to claim compensation. Your claim will be independently assessed by our Performance Management Officer. Please give us clear details of your claim - you may use extra pages if you need to. Return the completed form in the envelope provided. Name Address Postcode Daytime telephone number Evening telephone number
Type of Claim Failure to complete emergency repair within 24 hours
o
Failure to keep a home appointment
o
Not acknowledging a letter within three working days
o
Failure to repair communal door entry system within four weeks
o
Derby Homes Customer Care Charter - Paying Compensation to you
Details of your complaint
Signature Date Thank you for taking the time and trouble to complete this claim. Your comments will help us improve our service.
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
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 - Paying Compensation to you Produced by in-house Graphic Design and Marketing Department
Telephone calls to our enquiry centre may be recorded and monitored for training and quality purposes.
00169 01/08 VERSION 1.0
PAYING COMPENSATION TO YOU CUSTOMER CARE CHARTER Booklet Nine
Paying Compensation to You
4.
If you, or anyone in your household, have such an illness or disability, does this limit your activities in any way? Yes
No
No illness/disability
We are committed to delivering high standards and will pay compensation to you if we fail to meet our published standards in the following areas.
q
q
Asian or Asian British
5.
To which of these groups do you consider you (and your partner) belong? (Please 3 one box in each column)
Right to Repair Under the Tenants’ right to repair regulations, you have a right to have certain repairs done within set time limits. They are called qualifying repairs. If we do not complete a qualifying repair within the correct time you have the right to ask us to get another approved contractor to do the work. If this contractor fails to do the work, you may get compensation.
Missing a home visit appointment We will pay £10 for a missed appointment. This includes visits arranged by any member of staff. An appointment can be either verbal or written. A morning visit is before 12 noon. An afternoon visit is after 12 noon.
If the visitor is more than 30 minutes late and they have not contacted you before the If the second contractor does appointment time then not do your repair in time, you compensation will be paid. will get £10 in compensation. A morning appointment For every extra day you wait, you cancelled before 9.30am on the will get another £2. The most day of the appointment will not compensation you can get for any qualify for compensation. one job is £50. An afternoon appointment cancelled before 11:30pm will not qualify for compensation.
q
You Partner/Spouse
q q q
(Please 3 one box in each column)
You Partner/Spouse
Indian q Pakistani q Bangladeshi q Other Asian background (please 3 & write in) q
q q q q
Caribbean q African q Other Black background (please 3 & write in) q
q q q
q q
Other
Mixed White and Black Caribbean q White and Black African q White and Asian q Other mixed background (please 3 & write in) q
Black or Black British
White White British q White Irish q Other White background (please 3 & write in) q
q q q q
Chinese Other (please 3 & write in)
q q
We will pay £10 for each letter that isn’t acknowledged within 3 working days. This compensation scheme covers letters addressed and delivered to a specific housing office for issues that are able to be resolved by that housing office. It also includes letters delivered to Cardinal Square, for issues that are able to be resolved at Cardinal Square. A reply includes a visit, a phone-call, a written reply and an acknowledgement identifying the officer dealing with the enquiry. We will keep records of all contact.
Communal door entry system break down We will pay £5 for each four week period that the system does not work. Individual video door entry systems do not qualify. Compensation is not payable where the loss arises as a result of negligence by the tenant or failure to conform with tenancy conditions or is the fault of a third party (for example, water, gas, or electricity suppliers)
About you The following questions are included to make sure that we talk to a wide cross section of residents and include the views of all groups 1. Gender: (Please 3 one box in each column) You Partner/Spouse Male q q Female q q 2. Age (Please 3 one box in each column) You Partner/Spouse 16-24 q q 25-34 q q 35-44 q q 45-54 q q 55-59 q q 60-64 q q 65-75 q q 75+ q q 3.
Do you, or anyone in your household, have any long-standing illness, disability or infirmity? “Long- standing” means anything that has troubled you over a period of time, or that is likely to affect you over a period of time. Yes
No
q
q
Don’t know
q
Service Standards Compensation Scheme Please use this form to claim compensation. Your claim will be independently assessed by our Performance Management Officer. Please give us clear details of your claim - you may use extra pages if you need to. Return the completed form in the envelope provided. Name Address Postcode Daytime telephone number Evening telephone number
Type of Claim Failure to complete emergency repair within 24 hours
o
Failure to keep a home appointment
o
Not acknowledging a letter within three working days
o
Failure to repair communal door entry system within four weeks
o
Derby Homes Customer Care Charter - Paying Compensation to you
Details of your complaint
Signature Date Thank you for taking the time and trouble to complete this claim. Your comments will help us improve our service.
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