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
 

Our Reception Areas will -

• Provide clean, bright and welcoming reception areas
• Be easily accessible to all our customers
• Have details of our opening times on display  
• Provide up-to-date leaflets and information on the services we, and other agencies provide 
• Ensure everyone receives an efficient and friendly service from well trained staff

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

Make sure you do not have to wait more than 5 minutes before initial contact is made

Make sure that you do not have to wait more than 10 minutes to be seen by the relevant member of staff if you have an appointment

Try our best to deal with your enquiry there and then if you call in without an appointment.  If more specialist help is needed we will tell you how long you may have to wait to see a relevant member of staff OR offer you a future appointment within the next 5 working days

Provide a separate interview room if you wish to discuss anything in private

If you ring us, we will:

Answer all telephone calls promptly

Provide telephone contact details

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

Try our best to deal with your enquiry straight away.  If we need to refer you to someone else we will give you the reason and the name of the person we are transferring you to

Take a message and make sure it is passed on if the person you want to speak to is not available

Respond to telephone messages either the same day or by the end of the next working day

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

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