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Service Standards Our Mission Statement, Objectives and Values set out our commitment to making a positive contribution to you by providing high quality housing services and by participating actively in the community. Below you can find the details of the standards of service we have agreed to provide in consultation with customers’ representatives, the Council and other stakeholders. Visiting our reception offices We will make that all reasonable steps are taken so that our Housing Offices are physically accessible. We will try to keep reception areas clean and tidy. Our staff will wear identity badges which show their names. Our staff will behave in a professional manner. If we ever have to close our offices we will:
back to top Appointments and interviews If you do not have an appointment we will operate on a first come first served basis. We will try, whenever possible, to offer a choice of times and to provide an appropriate interviewer for any needs you tell us about. We will make sure that requirements for an appropriate interpreter are identified and arranged as soon as possible. If you need to discuss a confidential or personal matter we will make sure that you can do so in a private interview room. We will aim to be on time for interviews with customers or apologise if we are delayed. back to top Visiting you Sometimes when we will not give appointments. This is normally when we are doing assessment work, like Tenancy Checks. We will keep the appointments we make with you, or tell you if we need to cancel and re-arrange them. We will confirm any agreed action in writing. back to top Corresponding with you We will write in “Plain English”. We will make sure that the full address, telephone number and other contact details of the writer are clear on any correspondence we send to you. We will try to reply to any requests for information within 5 working days or explain to you the reason for any delays. Our staff will put an ‘out of office’ message on e-mail addresses which will include their date of return and an alternative name to contact for emergencies. We will respond to messages left by e-mail within one working day of our return to work. back to top Telephone Answering In exceptional circumstances we may direct calls to an answering machine or voicemail facility. We will try to respond to any messages left on answering machines or voicemail within 1 working day of our staff returning to return to work. When we answer the phone we will tell you our name and what section we work in. back to top Working in Your Home
You have the right to refuse to let our staff or contactors into your home if you are not happy about their behaviour (except in an emergency). back to top If things go wrong We welcome your complaints. If you are not getting the level of service we say we will provide, we want you to tell us about it so that we can put it right. If you would like to complain, please contact the Complaints Officers at our Call Centre. You can: Write to us at: Telephone us on 0208-583-3737, minicom 0800389 9821 e-mail us at complaints.team@hounslowhomes.org.uk or use our on line form. Fill in one of the Complaints Forms available at all our reception areas and give it to a member of staff or post it to the Call Centre, or you can tell a member of staff who will fill it in for you. back to top
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