Connswater Homes Tenant Handbook

General Service Standards You Can Expect We will: • Carry out regular Tenant Satisfaction Surveys on all aspects of our business • Test ourselves with mystery shopping exercises • Introduce ourselves when meeting you in person or when talking to you on the phone • Be respectful, helpful and treat your business as confidential • Treat all customers in a fair and equal way • Open our office all day from 9.00am until 4.30pm • Aim to see you within 5 minutes of your appointment time • Provide a clean, tidy and accessible office • Offer confidential meeting room space • Aim to answer phone calls promptly and provide an efficient call queing service • Provide an out of hours answer machine service with emergency number • Take your number and call you back if the person you want to speak to is not available at that time • Write clearly in jargon free language • We will acknowledge general correspondence within 3 working days and reply in full within 10 working days (if we can’t give a full response within that time we will let you know)

CUSTOMER SERVICE STANDARDS

• Welcome and record your feedback whether good or bad • Apologise for mistakes and work hard to put things right

Our Maintenance Standard Our contractors will: • Carry identity cards • Will be polite, treat you with respect and clean up after their work

• Leave a calling card if you are not at home • Ask you to sign upon completion of work

We aim to carry out: • Emergency repairs within 24 hours • Urgent repairs within 4 working days • Routine repairs within 20 working days • Repairs within defects period in line with the above timescales Some repairs may be re-categorised after initial inspection We will • Provide an after-hours emergency repairs service 365 days a year

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