Customer Charter 10
This document was uploaded by user and they confirmed that they have the permission to share it. If you are author or own the copyright of this book, please report to us by using this DMCA report form. Report DMCA
Overview
Download & View Customer Charter 10 as PDF for free.
More details
- Words: 1,198
- Pages: 12
HOW TO MAKE A COMPLAINT CUSTOMER CARE CHARTER Booklet Ten
When things go wrong - How to make a complaint We always try to get things right first time. However, we appreciate this doesn’t always happen.
Stage one – dealing with your complaint
This leaflet gives you more information about what you can do if you are not satisfied with the service you have received from Derby Homes.
•
We take all complaints seriously and believe that we can learn from our mistakes to improve our service in the future.
Stage two – if you are still dissatisfied
Please talk to us if you are dissatisfied with any of our services. You should first contact the staff who provided the service. If you remain dissatisfied you can speak to their line manager.
•
If you are still not happy complete this form and we will follow these easy stages.
We will:
•
acknowledge your complaint within two working days write a full response to you or update you within ten working days.
We will:
• • •
contact you within two working days meet with you to discuss your complaint write a full response to you or update you within ten working days send you details of your right to appeal.
Stage three - appeal stage You must appeal within 15 working days of receiving our stage two response.
Derby Homes Customer Care Charter - How to make a complaint
We will: •
•
Remedy and Compensation
arrange for your appeal to be heard within 20 working days by an appeal panel of the Derby Homes Board provide you with written confirmation of the appeal panel decision.
The appeal panel is made up of three members of Derby Homes Board. If you are still dissatisfied after the complaints process is complete you can contact the Corporate Complaints Officer, Derby City Council, The Council House, Corporation Street, Derby, DE1 2FS
There are various forms of action we can take to put things right if we have made a mistake. We can: • • •
• •
offer an apology carry out work, such as repairs make a decision which should have happened before reconsider a decision improve procedures and train staff in the changes to procedure.
If we find you have been disadvantaged in some way either by the cause of your complaint or in pursuing it, Telephone 01332 255538 we will consider paying you Fax 01332 255500 compensation. Generally, You can also contact the Local Government Ombudsman who compensation will be a payment in recognition of distress or will investigate your complaint and how it has been handled by inconvenience caused to you. Derby Homes. This will be determined by the person who investigates your Local Government Ombudsman complaint. Beverley House, 17 Shipton Road, YORK, YO30 5FZ Telephone Fax
01904 380200 01904 380269
Customer complaint form Before you complete this form, have you contacted your housing office first to see how they can help? How to use this form Fill in your details on this form and write out your complaint you may use extra paper if you need to. Other information Help us to help you by making a note of the: • dates you spoke to staff • names of the staff you spoke to • date you sent us your complaint. Please ask a member of staff at one of our housing offices if you need help filling in this form. Please return this form to the Derby Homes Complaints Officer in the envelope provided. Name Address
Postcode Daytime telephone number Evening telephone number Which office has been dealing with your complaint? Name of person you have been speaking with
When did this happen? Have you complained about this before?
Yes q
If yes, how many times have you complained before and to whom?
What action, if any, has been taken to solve the problem?
Can you suggest a way to resolve the problem?
Please sign and date this form
Signature
Date
No q
Please give details of your complaint here
continue if necessary
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
4.
If you, or anyone in your household, have such an illness or disability, does this limit your activities in any way?
Yes q
No
No illness/disability
q
q
5. To which of these groups do you consider you (and your partner) belong? (Please 3 one box in each column) You Partner/Spouse
White
White British q White Irish q Other White background (please 3 & write in) q
q q q
q q q q
Mixed
White and Black Caribbean q White and Black African q White and Asian q Other mixed background (please 3 & write in) q
(Please 3 one box in each column) You Partner/Spouse
Asian or Asian British
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
Black or Black British
Other
Chinese Other (please 3 & write in)
q q
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 CharterProduced by in-house Graphic Design and Marketing Department 00000 01/08 VERSION 1.0
When things go wrong - How to make a complaint We always try to get things right first time. However, we appreciate this doesn’t always happen.
Stage one – dealing with your complaint
This leaflet gives you more information about what you can do if you are not satisfied with the service you have received from Derby Homes.
•
We take all complaints seriously and believe that we can learn from our mistakes to improve our service in the future.
Stage two – if you are still dissatisfied
Please talk to us if you are dissatisfied with any of our services. You should first contact the staff who provided the service. If you remain dissatisfied you can speak to their line manager.
•
If you are still not happy complete this form and we will follow these easy stages.
We will:
•
acknowledge your complaint within two working days write a full response to you or update you within ten working days.
We will:
• • •
contact you within two working days meet with you to discuss your complaint write a full response to you or update you within ten working days send you details of your right to appeal.
Stage three - appeal stage You must appeal within 15 working days of receiving our stage two response.
Derby Homes Customer Care Charter - How to make a complaint
We will: •
•
Remedy and Compensation
arrange for your appeal to be heard within 20 working days by an appeal panel of the Derby Homes Board provide you with written confirmation of the appeal panel decision.
The appeal panel is made up of three members of Derby Homes Board. If you are still dissatisfied after the complaints process is complete you can contact the Corporate Complaints Officer, Derby City Council, The Council House, Corporation Street, Derby, DE1 2FS
There are various forms of action we can take to put things right if we have made a mistake. We can: • • •
• •
offer an apology carry out work, such as repairs make a decision which should have happened before reconsider a decision improve procedures and train staff in the changes to procedure.
If we find you have been disadvantaged in some way either by the cause of your complaint or in pursuing it, Telephone 01332 255538 we will consider paying you Fax 01332 255500 compensation. Generally, You can also contact the Local Government Ombudsman who compensation will be a payment in recognition of distress or will investigate your complaint and how it has been handled by inconvenience caused to you. Derby Homes. This will be determined by the person who investigates your Local Government Ombudsman complaint. Beverley House, 17 Shipton Road, YORK, YO30 5FZ Telephone Fax
01904 380200 01904 380269
Customer complaint form Before you complete this form, have you contacted your housing office first to see how they can help? How to use this form Fill in your details on this form and write out your complaint you may use extra paper if you need to. Other information Help us to help you by making a note of the: • dates you spoke to staff • names of the staff you spoke to • date you sent us your complaint. Please ask a member of staff at one of our housing offices if you need help filling in this form. Please return this form to the Derby Homes Complaints Officer in the envelope provided. Name Address
Postcode Daytime telephone number Evening telephone number Which office has been dealing with your complaint? Name of person you have been speaking with
When did this happen? Have you complained about this before?
Yes q
If yes, how many times have you complained before and to whom?
What action, if any, has been taken to solve the problem?
Can you suggest a way to resolve the problem?
Please sign and date this form
Signature
Date
No q
Please give details of your complaint here
continue if necessary
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
4.
If you, or anyone in your household, have such an illness or disability, does this limit your activities in any way?
Yes q
No
No illness/disability
q
q
5. To which of these groups do you consider you (and your partner) belong? (Please 3 one box in each column) You Partner/Spouse
White
White British q White Irish q Other White background (please 3 & write in) q
q q q
q q q q
Mixed
White and Black Caribbean q White and Black African q White and Asian q Other mixed background (please 3 & write in) q
(Please 3 one box in each column) You Partner/Spouse
Asian or Asian British
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
Black or Black British
Other
Chinese Other (please 3 & write in)
q q
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 CharterProduced by in-house Graphic Design and Marketing Department 00000 01/08 VERSION 1.0
Related Documents
Customer Charter 10
November 2019 1
Customer Charter 06
November 2019 1
Customer Charter 01
November 2019 3
Customer Charter 07
November 2019 1
Customer Charter 08
November 2019 1