About Us
Our Service Standards
Sandwell Homes prides itself on its level of service and customer care.
This section details the standards of service which we have set ourselves. They have been created in consultation with Housing Service Panels, Tenants and Residents Associations and officers within Sandwell Homes, and are constantly being reviewed.
* Please Note - The Service Standards are currently being reviewed and will be updated very shortly.
How will we keep to these standards?
We have produced these service standards so that every tenant or possible service user is clear about the level of service they can expect to receive from us.
We will monitor our standards by:
- Regularly quality checking our work by conducting satisfaction surveys
- Listening to any comments you make, so that our service can be reviewed and improved where necessary
- Tenants are involved in reviewing our services and this will provide us with valuable feedback
To let you know that we are keeping to these standards we will:
- Publish the results of this monitoring in our tenants and leaseholder newsletter Homelife
- Report results regularly to Housing Service Panels
- Display this information in our Neighbourhood Offices
Finding out more
If you want to find out more about our services or whether you have any comments on how we can provide a more fair and quality housing service, please contact Customer Relations on:
Telephone: 0845 359 7600
Fax: 0121 569 6015
E-Mail: customer_relations@sandwellhomes.org.uk
Getting more involved
If you are interested in being more involved in helping us to deliver a fair and quality housing service, there are a variety of ways you can do this. For more information please contact our Tenant Participation Team on 0845 359 7600.
Our Standards Of Customer Care
Our customers have every right to expect high standards of customer service from Sandwell Homes.
This section sets out our customer care objectives, our core values and the principles of customer care we have adopted to meet your expectations.
Sandwell Homes are committed to ensuring the best standards of service delivery based on customer involvement, partnership and value for money, innovation and continuous improvement.
Our customer care standards have been developed with tenants and leaseholders to help us to achieve this.
What Is An Excellent Customer Care Service?
We want to give an excellent service and to help us to achieve it we will:
- Make sure all Sandwell Homes employees receive regular Customer Care training
- Provide different ways for you to contact us and give feedback on your experiences
- Continually monitor services to make sure we are being fair to everyone
- Regularly publish the results of this monitoring
- Have clear customer care service standards and review them at least annually with our customers
- Have a detailed Customer Care Charter that sets out the level of customer service that you can expect from us
- Give Housing Service Panel members the opportunity to monitor our services
Our Principles Of Excellent Customer Care
Sandwell Homes is committed to treating you politely, fairly and professionally. To achieve this Sandwell Homes will:
- Be open and honest
- Be fair and recognise the needs of different communities
- Listen to show that we are interested, committed and take your requests seriously
- Be friendly and approachable
- Be helpful and offer relevant information, support and advice
- Respect your confidentiality
- Provide you with easy-to-understand information in plain language
- Be open and wear our name badges, give the name of the section and telephone number in all communications
- Be realistic and not make promises to you that we cannot keep
- Respect your views and welcome your suggestions
- Be constructive and take responsibility, whenever possible to resolve issues as efficiently as possible
- Work in partnership with other agencies
- Keep you informed about the services we provide and any changes to those services
Related Documents
Service Standards
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