Customer Care Service Standards

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1 Leaflet No. SS02 Customer Care Service Standards Reader Group approved If you would like this leaflet in any other format please contact the Customer Service Team on

2 Sadeh Lok Housing (Sadeh Lok) aims to provide you with a high-quality service at all times; here we set out the level of service you can expect Sadeh Lok will display opening and closing times and out of hours emergency numbers outside all it s service points and in the internal communal areas of it s flats and on its website Sadeh Lok offices at Trafford House may not be accessible to you if you have mobility difficulties. This is due to the physical layout of the building and the restrictions in trying to change those features due to its listed building (grade 2) status in a conservation area If you do have mobility difficulties and you would like to speak to a member of our staff in person, please contact Sadeh Lok s Customer Service Team on who will be happy to arrange either a home visit or an appointment to meet you at another suitable location However you contact Sadeh Lok, our staff will always respond positively and answer your enquiry in a professional and timely way Sadeh Lok staff are fully trained in all aspects of their work and will always be helpful and courteous

3 They will always apply the service standards set out below when dealing with your enquiries In all dealings with you Sadeh Lok staff will:- Wear their name badges at all times Treat you courteously, sensitively and fairly at all times Give you the opportunity to make a complaint either in person, over the telephone, in writing or by if you are not happy with the response to your enquiry If you contact us by telephone, Sadeh Lok staff will:- Answer your call within 20-seconds within normal office hours and on answering will give you their name At busy times you may have to wait in an automated queuing system. This does not cost you money (if calling from a landline)

4 Ensure your call is returned within 2-hours of the office opening if you leave a message on Sadeh Lok s Customer Service Team s out of hours answering service. Ensure your call is returned within 2-hours if you leave a message for the Customer Service team during normal office hours Ring you back if you ask, for example if you are in a telephone box If the officer is not available when you ring ensure your call is returned within two working days If you contact Sadeh Lok in person When calling in person to Sadeh Lok s office, if you have an appointment to see us, you will be seen within 5- minutes of your appointment time If you do not have an appointment you should have to wait no more than 10-minutes before a member of staff is available to attend to you. If the waiting time is going to be longer you will be given an estimated waiting time or offered an appointment

5 If, when you call, the member of staff best placed to deal with your enquiry is not available, a member of Sadeh Lok s Customer Service Team will see you. They will either deal with your enquiry or take a detailed message for the appropriate officer, who will contact you when they return All Sadeh Lok s offices are maintained to be safe, welcoming, clean and tidy. Up-to-date information will be available You will be offered the opportunity to have a private interview if required If you contact us by letter, , fax or text message Sadeh Lok staff will:- Acknowledge your correspondence within 1 working day of receipt Give a full reply to all correspondence within 10 working days. Where further investigation is required you will be informed of the extended timescale within the first 10 days

6 All written responses will be easy to understand, written in plain English and include a contact name, address, telephone number and address and details of how to make a complaint, comment or compliment If you require a home visit, an appointment will be made to visit you within 5-working days Please note our correspondence address is: Trafford House 11 Halifax Road Huddersfield HD3 3AN Tel: Fax Website:

7 To help us we request that you: Are polite when speaking with staff Do not use abusive language or threatening behaviour. If you persist in doing this you may be asked to leave or we may put down the phone Read the information we send you and provide the information that we request. If you have any problems with this please ask us for help Be patient with us - we do our best to keep waiting times to a minimum Keep to appointments with us when these have been made or tell us in advance if you need to change the appointment time Tell us how you think we can improve our service by using our complaints, comments and compliments service

8 You can make a complaint, comment or compliment about the services provided by Sadeh Lok by speaking to a member of staff either face to face or over the telephone, by sending a letter, or fax or by completing a customer feedback form. Sadeh Lok Housing Trafford House 11 Halifax Road Huddersfield, HD3 3AN Tel: Fax: Office Opening Hours: Monday to Friday 9.00 a.m. to 5.00 p.m. Sadeh Lok offices at Trafford House may not be accessible to you if you have mobility difficulties. If you do have mobility difficulties and you would like to speak to a member of our staff in person, please contact Sadeh Lok s Customer Service Team on who will be happy to arrange either a home visit or an appointment to meet you at another suitable location

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