Corporate Customer Care Standards

Customer Care Standards: Our commitment to our customers

Lewisham Homes aims to provide you with excellent services, working to standards our residents have helped us to set and monitor.

We report the results of our monitoring to the Lewisham Homes Board and publish performance information on our website and in newsletters.

General customer care - We Will:

• Send out a newsletter three times a year to include feedback on consultations and performance
• Publish the ''you said we did'' responses on our website and in our residents' magazine
• Be courteous and polite
• Whenever possible deal with your enquiry at the first point of contact
• We will do our best to make sure residents receive information on services, improvements and performance information
• All our information will be kept up to date and available in many formats. The working together logo will be used to show residents' approval
  

Telephone calls - we will:

• Answer all calls within 15 seconds
• Call you back in response to messages by the next working day

Letters and emails - we will:

• Respond to your correspondence within ten working days
• Acknowledge any emails or letters you send to us within two working days
• Respond in a clear and understandable way, using plain language and respond to all the points you have made

When you visit us - we will:

• Ensure you are seen for an appointment or enquiry within 10 minutes
• Make sure all our staff display a name badge
• Keep our public areas clean and tidy, displaying up to date information
• Ensure reception areas are kept accessible to people with disabilities in accordance with the Disability Discrimination Act (DDA)
• Offer you a private interview room where available

Complaints - we will:

• Reduce to 10% the proportion of complaints which escalate to stage 2
• Respond to complaints within targets:
• Stage 1 - 10 days
• Stage 2 - 15 days
• Aim to effectively deal with your complaint at the first stage

When we visit you - we will:

• Call you if we are unable to gain access. If we are still unable to contact you, we will leave a card advising you of who you can contact to rearrange the appointment.
• Treat you and your home with respect
• Try to arrange appointments that are mutually convenient
• Do our best to communicate with you regarding any changes to arrangements
  

Getting it right

We aim to provide you with excellent customer service at all times, but if you feel we are not meeting these standards please tell us. If we fail to meet our standards and this causes a problem we will try to rectify this fairly. We will deal positively with your comments and complaints, and of course we welcome compliments from you.