Customer Care Standard

When you contact us you can expect the Following:

If you contact us via telephone we will:

  • Answer the telephone between three and seven rings.
  • Tell you the name of the person you are speaking to.
  • Be polite, but we also expect you to speak politely to us.
  • Put you through to the most suitable person available to deal with your query, take a message and arrange for you to receive a call back within one or two days.
  • Check all voicemails system daily and contact you within one working day.

If you write to us we will:

  • Send an acknowledgement within two-three working days.
  • Send a full written response within 10 days, if the reply requires further research, and we will send a holding letter within eight working days, advising you of when you will receive a full response.
  • Write in plain English or Somali.
  • Have the name and contact number of the person dealing with your query printed clear on the reply.
  • Carry out any visit requested by you within 15 working days.

If you visit our office we will:

  • Provide suitable access for all.
  • Have the office open between 9:30am- 5:30pm Monday- Friday.
  • Ensure the reception area is clean and tidy.
  • Be courteous and helpful.
  • Ensure all staff wear identification badges with their name and photograph.
  • Greet you when you arrive or within five minutes meet you if our staff are busy.
  • Arrange for a member of staff to see you within 10 minutes if you do not have an appointment.

When we visit you, we will:

Always wear or carry identification.

  • Call at a reasonable time of the day, unless we have a specific appointment.
  • Give you notice if we are unable to keep an appointment with you and rearrange the appointment at a convenient time. It is important that you inform us of changes to your contact details.
  • Give you the opportunity to see a member of staff of the same sex, if required.
  • Always confirm in writing any agreement/arrangement we have made.
  • Be polite and respectful at all times.
  • Be sensitive to the different lifestyles of all tenants and service users.
  • Call at a reasonable time of the day, unless we have a specific appointment.
  • Give you notice if we are unable to keep an appointment with you and rearrange the appointment at a convenient time. It is important that you inform us of changes to your contact details.
  • Give you the opportunity to see a member of staff of the same sex, if required.
  • Always confirm in writing any agreement/arrangement we have made.
  • Be polite and respectful at all times.
  • Be sensitive to the different lifestyles of all tenants and service users.