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    Customer Charter 01

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    Derby Homes has adopted core values and principles of excellent customer care to meet high standards of service. Their core values include being open and honest, holding high standards, listening to customers, seeking sustainable solutions, and valuing diversity. Their principles of customer care are to treat customers politely, fairly and professionally by listening to understand needs, being helpful and patient, and taking responsibility to resolve issues. If customers have comments or complaints about the level of service, Derby Homes provides several options to provide feedback and work to resolve any issues.

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    Customer Charter 01

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    Derby Homes has adopted core values and principles of excellent customer care to meet high standards of service. Their core values include being open and honest, holding high standards, listening to customers, seeking sustainable solutions, and valuing diversity. Their principles of customer care are to treat customers politely, fairly and professionally by listening to understand needs, being helpful and patient, and taking responsibility to resolve issues. If customers have comments or complaints about the level of service, Derby Homes provides several options to provide feedback and work to resolve any issues.

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    Derby Homes has adopted core values and principles of excellent customer care to meet high standards of service. Their core values include being open and honest, holding high standards, listening to customers, seeking sustainable solutions, and valuing diversity. Their principles of customer care are to treat customers politely, fairly and professionally by listening to understand needs, being helpful and patient, and taking responsibility to resolve issues. If customers have comments or complaints about the level of service, Derby Homes provides several options to provide feedback and work to resolve any issues.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    43 views8 pages

    Customer Charter 01

    Uploaded by

    api-3837416
    Derby Homes has adopted core values and principles of excellent customer care to meet high standards of service. Their core values include being open and honest, holding high standards, listening to customers, seeking sustainable solutions, and valuing diversity. Their principles of customer care are to treat customers politely, fairly and professionally by listening to understand needs, being helpful and patient, and taking responsibility to resolve issues. If customers have comments or complaints about the level of service, Derby Homes provides several options to provide feedback and work to resolve any issues.

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    You are on page 1of 8

    OUR STANDARDS OF CUSTOMER CARE

    CUSTOMER CARE CHARTER

    Booklet One
    Our Standards of Customer Care

    Our customers have every


    right to expect a high
    standard of customer care.

    This leaflet sets out our core


    values and the principles
    of customer care we have
    adopted in order to meet your
    expectations.

    Derby Homes
    Customer Care - Our Standards of Customer Care
    Our Core Values
    Derby Homes will:

    • be open and honest


    • hold high standards in everything we do
    • listen and consult
    • seek sustainable solutions
    • promote equality of opportunity
    • celebrate and be inclusive of cultural diversity
    • work in partnership with others
    • value our employees and the services they provide
    • strive to offer best value services
    • learn from our mistakes
    • innovate and manage risk.
    Our Principles of Excellent
    Customer Care
    Derby Homes is committed to treating you politely, fairly and
    professionally. To achieve this we will:

    • be friendly, open and approachable


    • be fair and recognise the needs of different communities
    • listen to show that we are interested and take your requests
    seriously
    • be patient and ask relevant questions to establish facts
    • be helpful and offer relevant information, support
    and advice

    Derby Homes
    Customer Care - Our Standards of Customer Care
    • wear our name badges, give our names, section and
    telephone number in all communication
    • be constructive and take responsibility, whenever
    possible, to resolve issues rather than pass you on to
    someone else
    • be realistic and not make promises to you that we
    cannot keep
    • respect your views and welcome your suggestions but
    we will not tolerate abusive or aggressive behaviour
    • be accurate and keep records of all actions agreed and
    ensure that they are carried out.
    More Information
    We have 10 leaflets that cover these areas:

    1. Our standards of customer care


    2. Getting in touch
    3. Treating you fairly
    4. Paying your rent
    5. Maintaining your home
    6. Enforcing conditions of tenancy and dealing with anti-
    social behaviour
    7. Improving our estates
    8. Improving our services
    9. Paying compensation to you
    10. When things go wrong - how to complain

    We will update these leaflets regularly and will add other


    leaflets when needed.

    Living Up to Our Values


    If you want to comment on our service you can use a
    comments form. These are available at every housing
    office.

    If you feel that we have not lived up to our values, principles


    and standards then we want to know. You can do this by
    speaking to staff who provided the service.

    If you remain dissatisfied you can ask to speak to their line


    manager. If you are still dissatisfied then you can make a
    complaint. Please telephone 01332 711000 and ask to
    speak to our performance team or ask at one of our offices
    for a complaint form.
    Contact Us
    Enquiry Centre New Sinfin Library
    01332 711000 Arleston Lane,
    8am - 8pm Mon - Fri Sinfin, Derby DE24 3DS
    9am - 12noon Sat
    enquirycentre@ Old Sinfin Housing Office,
    derbyhomes.org Shakespeare Street, Sinfin,
    Derby DE24 9HE
    Carelink
    Emergency repairs Stockbrook Street
    out of hours Housing Office,
    01332 256060 Stockbrook Street, Derby
    DE22 3WH
    Allenton Housing Office,
    Bingham Street, Allenton, Sussex Circus
    Derby DE24 9BS Housing Office,
    Chaddesden, Derby
    Alvaston Library DE22 6YF
    1252 - 1254 London Road,
    Alvaston, Derby DE24 8QP

    Browning Circle Office,


    Browning Circle
    Derby DE23 8AR

    Mackworth Housing Office,


    89 Prince Charles Avenue,
    Derby DE23 4BG

    Telephone calls to our enquiry centre may be recorded and


    monitored for training and quality purposes.
    We can give you this information in any other way,
    style or language that will help you access it. Please
    contact us on 01332 711000, minicom 01332 711080
    fax 01332 711001.

    | 01332 711000
    | 01332 711080
    01332 711000 |
    | 01332 711080

    01332 711000 | | 01332 711080

    | 01332 711000 | 01332 711080

    | 01332 711000
    | 01332 711080

    01332 711000 | | 01332 711080

    [email protected]

    www.derbyhomes.org

    Derby Homes Limited is a local authority controlled company, being under the
    control of Derby City Council. Registered number 4380984. Registered Office Floor
    2, South Point, Cardinal Square, 10 Nottingham Road, Derby, DE1 3QT

    Customer Charter - Our Standards of Customer Care


    Produced by in-house Graphic Design and Marketing Department
    00169 01/08 VERSION 1.0

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