Our Service Standards

To help us treat all customers with the highest levels of customer care, we have set ourselves service standards in each of the main areas in which we work. They are set out below. If you ever feel we have fallen short, please let us know. You can also register a complaint or a compliment.

LHA-ASRA Group Customer Care Standards 2011

We aim:

· To provide a customer* focused service. *Current and prospective residents, leaseholders. Previous residents, other service users

Measured by all employees being recruited via a customer focus competency based interview and followed up through annual appraisal

Contacting Us

Aims

Targets

Measure

· Be responsive to your enquiries.

· Provide an automated response within 24 hours where your email address or mobile number is registered on our system.

· Provide a personal response within 3 working days.

· Measured by CRM* reporting.

* Customer Relationship Management system

Complaints

Aims

Targets

Measure

· To resolve your complaint on first contact

· We will resolve 95% of your complaints first time.

· Measured by complaints reporting 95% resolved first time.

Repairs and Maintenance

Aims

Targets

Measure

· To get repairs done when you want them done.

· We will get 98% of your repairs done on the agreed appointed date and time

· Measured by customers reporting failures through Customer Contact Centre/ CRM.

Neighbourhood Management

Aims

Targets

Measure

· We will maintain our estates to keep them clean and safe

· We will work to our estate management policy and local offers that are consulted on and approved by you our customers

· Measured by estate action plans.

· Customer satisfaction surveys

Service Charges

Aims

Targets

Measure

· We will deliver ‘Value for Money’ within our service charges.

· By providing the service the customer wants for the price they are prepared to pay.

· Measured by tenant consultation

· Customer satisfaction surveys

Resident Involvement / Consultation (and scrutiny)

Aims

Targets

Measure

· You can get involved in any area you want to

· Increased resident involvement and scrutiny

· Measured through TP Tracker*

* Tenant Participation Tracker

Our Expectations of You

· Treat our staff with respect.

· Keep our properties in a good condition. If you return the property in a lettable state; we will reward you.

· Pay your rent on time or tell us immediately of a change in your circumstances.

· Respect your neighbourhood and local community

If you would like this or any other LHA-ASRA publication explained, translated or made into another format such as large print, audio or Braille, or you have any enquiries in relation to this document, including requesting information on any policies mentioned within this document, please contact us on 0116 2576716.