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We aim to ensure that customers are central to all we do.
We will
- Treat everyone fairly and with respect.
- Make our services easy to use, giving you choices whenever possible.
- Deliver services in a way that gives good value for money.
- Seek the views of our customers and take these into account when we review our services.
- Put matters right as quickly as possible if we get something wrong.
When you contact us by phone
- We aim to answer the call as quickly as possible.
- We will endeavour to put you through to the person who can deal most effectively with your enquiry.
- When this is not possible you will be given the option to leave a message, or to continue to hold if you have rung our main Customer Service number.
- If you leave a message we will aim to return the call within 1 working day.
- We will give you a direct line phone number when we write to you, to make it easier for you to reach the right person.
- If the person you are calling is away from the office for a period of time, their answer phone message will inform you of their return date and provide you with an alternative number to call.
When you visit our offices
- We will aim to acknowledge you immediately, but we will not keep you waiting more than 5 minutes before you are seen by a member of our staff.
- We will offer you a private room for the interview if you have an appointment.
When you write to us
- We will provide a response to all letters and faxes which need a reply within 10 working days.
- If we can’t respond fully within 10 days, we will let you know who is dealing with your enquiry and when you can expect a response.
When you email us
- We will provide a response to emails which need a reply within 10 working days.
- If the person you are sending the email to is out of the office for a prolonged period of time, you will receive a message giving you their expected date of return.
When we visit your home
- We will remember that it is your home, and treat it with respect.
- We will show you our Seven Locks Identity Badge which will have a photograph on it.
- Where appropriate we will make an appointment with you before we visit.
- If an appointment has to be cancelled we will try to contact you before the appointment time.
- If we call without an appointment, and it is not convenient for you, we will re-arrange the visit.
We will not
- Always be able to give you what you want; if this is the case we will try to offer you an alternative where applicable.
- Use unnecessary technical terms and jargon when explaining things to you.
- Accept any form of abuse or discriminatory behaviour against our staff or customers.
We expect you
- To let us know when you are unhappy with the service
- To let us know your contact details
- Not to smoke when we are meeting with you
- To check the identity of your callers
If things go wrong, please let us know, we want to put them right as soon as possible.
If things go well, please let us know and we will share your positive comments with the right people.
We will monitor our service regularly to make sure that we are reaching this standard.
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Seven Locks Housing Limited. Registered Office - 1a, Anson House, 8 Compass Point, Northampton Road, Market Harborough, Leicestershire. LE16 9HW
Company Registered in England, Number 5571472. VAT Registration Number 917 941 988. Registered with the Housing Corporation No. L4506
Company Registered in England, Number 5571472. VAT Registration Number 917 941 988. Registered with the Housing Corporation No. L4506