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Our customer care standards

Customer Care standards for 2012/13

Being customer focused is one of our key values. We want to ensure that excellent customer service is at the heart of everything we do. With the help of our residents we developed a set of customer care standards to make sure we respond effectively to your needs and help you to understand the level of service you can expect from us.

Our customers include:

• Anyone we provide a direct service to,

• Anyone we provide a service to on behalf of others,

• Organisations we work with, and

• Anyone acting on behalf of our customers such as friends, relatives or MPs

We we will report the results of how we performed against the customer care standards to you every three months.

Customer Care standards

Service standards 2012/13

Our committment to you
Service standard reporting - 2012/13

Target

Met

How we did Q4

phone other We will answer 80% of your telephone calls within five rings (20 seconds) green tick 92%
phone old We will return 90% of your telephone calls within 48 hours if you have left us a message red red 87%
letter letter We will send a written response to 90% of your letters, faxes or emails within 10 working days red red 76%
email email We will provide an acknowledgement of your email within 24 hours and provide a full response within 10 days. green tick 100%
suit suit We will greet you within five minutes of your arrival at our offices freen tick 100%
timer timer If you have an appointment at our offices, we will not keep you waiting for more than 10 minutes green tick 100%
care icon 2 days We will acknowledge receipt of 97% of complaints within two working days green tick 100%

 

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