section 1
service standards
Customer Care
Waverley is committed to providing an efficient and caring service and
trains all staff to enable them to deliver a top quality service to tenants.
We aim to meet tenants’ needs and we will consult with you regularly to
ensure we know what your needs are.
What you can expect from us
When you contact us by phone or email we will:
•
Aim to answer your calls within 5 rings
•
Provide answering facilities for you to leave a message for a call back if
we do not meet this time
•
Aim to respond to all out-of-hours messages within 2 hours of opening
times on our next working day
•
Acknowledge email enquiries received within 24 hours of opening
•
Provide accurate information in response to all enquiries
•
Make appointments for you with members of staff at a mutually
agreed time
•
Follow up and deal with your enquiry if it cannot be answered first time
•
Maintain all information systems in accordance with the Data
Protection Act
•
Be polite and friendly at all times
When you write to us, we will:
•
Respond within 5 working days
•
Reply in plain English
•
Respond in different languages or format at your request
When a member of staff or contractor visits your home,
for whatever reason:
•
You will be treated with respect and courtesy
•
All information given will be treated as confidential
•
Follow up action will be arranged within a reasonable time-frame and
you will be updated on progress
