Our Service Standards

Our Customer Service Standards

We aim to provide a high standard of service whenever you contact us. We have devised the following Customer Care Standards to make sure that everybody is treated in a courteous, polite, efficient and consistent manner at all times. Our Customer Care Standards tell you how you can expect to be treated by us and how long you will have to wait if you contact us in person, by telephone, letter or e-mail.

Our staff will -

Be well informed and trained in our duties
Be clean and smart at all times when dealing with customers
Greet you politely giving our name and asking how we can help
Carry official identity badges outside the office and leave you with contact details

If you call into one of our Receptions, we will:

Welcome mat

You should not have to wait more than ten minutes before being seen

We will arrange private interview facilities where appropriate

We will identify ourselves to you so that you know the name of the person you are dealing with

If you ring us, we will:

Aim to answer calls, on average, within 30 seconds

If we have to transfer your call, we will tell you the name of the person you are being transferred to and brief our colleague about your enquiry

Answer all calls with polite greetings, giving our name and asking how we can help

If the person you need is not available, we will take a message

If you send us a letter or email, we will:

Acknowledge all letters, e-mails and text messages within 3 working days from the time we receive them and will send a full reply within 7 working days. An interim reply will be sent if a full reply cannot be provided within 7 days.

Write all our replies in plain English and avoid the use of jargon

Give you the name of the writer, a contact address and telephone number in all our correspondence

Your Feedback is very important to us, we welcome your feedback, whether comment, complaint or compliment. We record and review all our customers feedback so we can be constantly improving our services to you. Click on 'Tell us Something' to give us your feedback.

How we will deal with your complaints

We are committed to providing the best possible service to all our customers. Despite our best efforts, things can sometimes go wrong. When this happens we want you to tell us about it and give us the chance to put things right.

We want to make sure that:

We listen to what you say and use your comments to help us keep improving our service to you
If you have a complaint, our staff are polite and courteous and take your complaint seriously
All complaints are dealt with confidentially, effectively and fairly - without prejudice or discrimination
You receive an apology and clear feedback if we have done something wrong

High Peak Community Housing regards a complaint as an expression of dissatisfaction by any customer,partner or other member of the public about our work, where we have not dealt with an initial problem satisfactorily. Examples could include; Failure to follow our policies or procedures, taking too long to respond to a request without a genuine good reason, failing to advise you when changes to plans occur, not treating all customers fairly and in a polite manner or breaking a promise (such as failing to keep an appointment). Please tell us when we have done something wrong, by:

Write to us at, Business Services, High Peak Community Housing, Municipal Buildings, Glossop, Derbyshire, SK13 8AF

Call us on 0845 129 8075

Email us at enquiries@hpch.co.uk

Click on 'Tell us Something'

Text us on 07800 002264

For more information on Customer Care and how complaints are dealt with, please click here to download our leaflet.

You can click here to download a full list of our Customer Service Standards