Customers can now see at a glance what to expect from our service

Customer Service posterHonest, accessible, fair and flexible – these are just some of the words that help to define what customers expect from our service. They are captured in a new poster which has gone on display in our reception area to show how we are enhancing our customer service.

The poster sets out the key points that came out of the focus group which developed our Customer Service Charter and clearly states:

  • What good customer service looks like
  • What residents expect from staff
  • How residents can help us to provide a good service

The focus group was made up of various customer groups including members of the Tenants Representatives Committee, the Forward disability group, older persons, residents from outlying areas, and residents who have not interacted with us before.

Customer Service Centre Manager Lyn Saint said: “We felt it was important that customers could clearly see the essence of the service that they can expect to receive from all of our staff whichever department they are in. Good customer service is a two-way interaction and there are things that residents can do to help such as knowing their responsibilities, and respecting their neighbours, their home and our staff.

“Residents worked closely with us on all these aspects of the charter to make sure it thoroughly captured how we can all work together to deliver a service that shows care, commitment and trust.”

CSC staff Vicky, Robin, Emma and Ricky are pictured here with the framed poster which is now up on the wall.

Download a copy of the Customer Service Charter as a.pdf (0.754MB) Adobe Acrobat File

Find out more about our service standards.