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Customer Charter
Wansbeck Homes is committed to ensuring that its staff gives customer care the highest priority and that all customers are treated with respect and courtesy at all times.
What you can expect from us
In their dealings with customers all Wansbeck Homes’ staff will:
- Treat customers with respect and courtesy at all times
- Wear name badges
- Identify themselves by name when answering the telephone
- Always carry and show their Wansbeck Homes ID when they make home visits
- Make a record of conversations so customers do not have to repeat themselves
- Clearly explain why if they can’t help someone
- Conduct all pre- arranged appointments and interviews within 20 minutes of the appointed time, subject to the customers being on time
- Advise customers when an appointment cannot be kept as soon as the situation comes to light.
- Rearrange missed appointments within 2 working day wherever possible
- Receive customer care training on a regular basis
In addition to these customer service staff will:
- Adopt a welcoming manner both on the phone and in person
- Wear the uniform and badge provided
- Offer a private interview room to allow you to discuss your enquiry in confidence if requested
- Resolve as many queries as possible during the initial contact
- Maintain a welcoming environment that is clean and tidy and stocked with up to date information
What we will expect from you
- To treat staff with dignity in a polite and courteous way
- To keep to agreed appointments or contact us if you are unable to attend
- To keep us informed of any change in circumstances
- To reply to us if we contact you
Complaints Comments & Compliments
Wansbeck Homes aims to provide a high quality, responsive and consistent service. However, there will be occasions when a user of its service is not happy with the level or quality of service.
There will also be occasions where customers will wish to compliment us on our services. All feedback is valuable to us as it helps us identify ways in which we can make improvements to our services.
You can make a complaint to us at any of our area housing offices, in writing, by email or over the telephone. Full details of our complaints procedure can be found in our complaints booklet.
