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CUSTOMER CARE STANDARD When delivering services to you, we will: Communication • Be professional, polite and deal with your enquires as soon as we can. • Be consistent, fair and respectful, treating you as an individual, providing you with a fair and equal service and take care of your personal information. • Use plain, jargon-free language. • Provide you with consistent and accurate information.
• Let you know how we have learnt from your complaints. • Publish information on the complaints we have received and our performance against our targets for complaints.
Equality and diversity
• Respond to your letters within 5 working days of receiving them.
• Deliver our services in a way that does not discriminate against anyone on the basis of sex, age, race, religion, disability, sexual orientation, gender reassignment, marriage and civil partnership, or pregnancy and maternity.
• Respond to your emails and telephone calls within 2 working days.
• Make our offices accessible to all our customers.
• Provide you with an out-of-hours number to report emergency repairs and antisocial behaviour.
• Treat everyone fairly based on their needs.
• Answer 90% of all calls to our 0300 number within 20 seconds.
• Be sensitive about religious or cultural dates when visiting your home.
• Communicate with you in a way that best suits your needs. • Publish an Annual Residents’ Report to tell you how we are performing.
Resident involvement
• Carry out regular customer satisfaction surveys and publish the results.
• Offer different levels of involvement so you can influence our services, policies and strategies depending on what you are interested in and how much time you have to spare.
Complaints and compliments
• Support resident associations or groups in existing communities and regeneration projects through practical and/or financial help.
• Make it easy for you to tell us when something has gone wrong and when we have done a good job. • Acknowledge your complaint within 2 working days.
• Work with you to enable you to scrutinise our performance and get involved in service reviews.
• Resolve 90% of complaints within 6 working days.
• Work with you to develop local offers for service delivery in your area.
• Keep you informed if we cannot give you a full response in 6 working days.
• Make it easy for you to understand the impact that your involvement has had upon services.
• Apologise when we have got it wrong.
Swan Service Standards published January 2020
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