Our customer care standards...
This information tells you about the service you can expect to receive from Helena Housing. It also tells you about how you can help us to provide you with a quality service.
Every time you contact Helena Housing, whether by phone, in one of our
local neighbourhood offices
or by one of our employees visiting you at home, you can expect that we will:
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Be prompt, polite, helpful and well informed.
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Wear our identity badges at all times.
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Respond to your enquiry efficiently and sensitively.
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Answer the phone within 5 rings.
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Tell you who we are by name when we answer the phone or call on you at home.
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Get back to you by the next day if we cannot deal with your enquiry straight away.
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If we cannot contact you by phone, write to you within 5 working days.
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If the person you want to speak to isn’t in, take a message and pass it on to them when they return.
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Tell you in advance if we are going to call on you at home.
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Help you get the information you need about our services and those provided by others.
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Welcome feedback about our services and give you every opportunity to comment through our complaints procedure, comments cards and surveys.
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Let you know how well we are meeting our standards through our tenants newsletter, Helena Headlines, and our annual report.
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We aim to provide the best possible customer care. Sometimes we can get it wrong. If we do, we want to know. You can give us feedback about how well we are doing by filling in one of our feedback cards or talking to one of our employees. If you want to complain about a service you have received, you can pick up one of our complaints forms or talk to one of our employees. There is another leaflet in this series that explains how you can complain.
How you can help us
You can help us to provide the best possible service by:
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Being polite and considerate to your neighbours and to our employees and contractors.
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Taking care of your home.
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Reporting repairs promptly and giving us as much information as you can about the fault so that we know what needs doing and can deal with it efficiently.
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Taking care of any furniture provided by us Keeping your garden tidy and clear of rubbish.
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Telling us about any rubbish around your neighbourhood so that we can arrange to have it removed.
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Being a responsible pet owner by keeping your pet under control and making sure it doesn’t cause a nuisance to your neighbours.
We will not tolerate foul, abusive language or violent and threatening behaviour towards our employees or our tenants. We will take legal action where we can to deal with such cases.
For more details of the standards of service you can expect from all Helena Housing staff, and in turn, what we expect from you, read the information on this website about our
service standards
.
Click here to find out how to contact our local neighbourhood offices>
Click here to find out how to report a repair>
Click here to read our service standards>
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