our service pledge for leaseholders · 2013-10-24 · our service pledge for leaseholders our...
TRANSCRIPT
OUR SERVICE PLEDGE for leaseholders
Our Service Pledge We aim to provide you with the best possible service at all times, and want to be clear and open about the standards of service you can expect to receive.
Our Service Pledge sets out the performance we aim to achieve across the following six key areas:
•Customercare•Complaints•Residentinvolvement•Repairs•Rentsandservicecharges•Neighbourhoodmanagement
Why have a Service Pledge? Our Service Pledge lets you know the level of performance you can expect from us.
This means you can see how we’re performing against our Service Pledge.
How was the Service Pledge put together?We worked with residents to develop our Service Pledge.
They told us about the service areas that are important to them, the areas they wanted measured, and the performance levels they were looking for across these services.
We have worked hard to ensure that our newservicepledgereflectsthis.
Can I see how TVH is performing? Where you see this symbol you can track our performance against the Service Pledge.
We will publish our Service Pledge performance on our website.
Link Up, our residents’ magazine, will also feature regular performance updates.
Customer care
•80%ofthecallstoourCustomer Service Centre (CSC) will be answeredinfiverings
• Wewillrespondtoyourletters within10workingdays
•Whenyouvisitourreceptionwewillseeyou within 5 minutes of the appointment time, or within 15 minutes if you have no appointment
•[email protected] be responded to within 2 working days
•Wewillensurethat70%ofresidents aresatisfiedthattheirissuehas been dealt with by the CSC
•90%ofcallswillbereturnedwithin published timescales
•Wewillensurethat80%ofresidents aresatisfiedwiththeservicethey receive from the CSC
•Wewillrespondtoresidents’suggestionsmade through the TVH website (which [email protected])within28working days with the outcome of their suggestion
•Wewillofferachoiceofappointmenttimes within our hours of opening
•Wewillmakeinformationavailableinother languages, large print, Braille and audiowithin10workingdaysnotice
Complaints
•Wewillrespondto90%ofcomplaintswithin10workingdays,andresolve 80%within30workingdays
•Wewillensurethat50%ofresidents aresatisfiedwiththewaytheir complaint is handled
•Wewillpublishannualinformationonthe number, nature and outcomes of complaints
•Wewillprovideyouwithanannualstatement of complaint numbers for your scheme.
★ S
ER
VICE PLEDGE ★
SERVICE PLED
GE
★ S
ER
VICE PLEDGE ★
SERVICE PLED
GE
★ S
ER
VICE PLEDGE ★
SERVICE PLED
GE
★ S
ER
VICE PLEDGE ★
SERVICE PLED
GE
★ S
ERVICE PLEDG
E ★ SERVICE PLED
GE
★ S
ER
VICE PLEDGE ★
SERVICE PLED
GE
★ S
ER
VICE PLEDGE ★
SERVICE PLED
GE
★ S
ER
VICE PLEDGE ★
SERVICE PLED
GE
★ S
ER
VICE PLEDGE ★
SERVICE PLED
GE
★ S
ER
VICE PLEDGE ★
SERVICE PLED
GE
OUR SERVICE PLEDGE for leaseholders
Resident involvement
•Wewillinformresidentshowtheycantakepart,inaleafletandviaourwebsite
•Wewillpublicisethedatesofmeetingswhich you can attend as a resident
•Wewillpublicisetheoutcomesofresidentmeetings within 4 weeks of the meeting date
•Wewillpubliciseresidenttrainingopportunitiesinaleafletandviaourwebsite
•Wewillproducearticles,informationand support which actively encourages residents to take part
•Wewillprovidedetailsofourresidentinvolvement team on the website
Repairs
•Wewillprovideestimatedcostsforresidentswhicharewithin10%oftheactual costs
•Wewillalwaysletyouknowinadvanceofany upcoming major works or decoration of your home, carry out an inspection and consult with you on choices and costs
•Wewilldeliveracyclicalprogrammewhich has satisfaction levels of over70%.
Rents and service charges
•Wewillensurethat65%ofresidents aresatisfiedwiththeaccuracyof their service charge statement
•Wewillprovidefreeindependentadvicefor shared owners falling behind with their rent payments
•Wewillprovidethefollowingrangeofmethods to pay rent and service charges: Directdebit,on-line,telephone,cheque,rent payment card, standing order
•Wewillletyouknowifyouareinrentarrears and any action we intend to take to recover them.
Neighbourhood management
•WewillprovideinformationincommunalareasaboutwhoyourNeighbourhoodOfficeris,whentheyvisityoursiteand how you can be involved in site inspections
•Wewillsettargetsforcommunalrepairresponse times with residents and contractors and ensure that over 90%aredeliveredwithin published timescales
•Wewillprovideacleaningand gardening service which has resident satisfaction levels of over60%
•Wewillensurethataminimumof 90%ofsitesmeettherequired standard after each contractor visit.
★ S
ER
VICE PLEDGE ★
SERVICE PLED
GE
★ S
ER
VICE PLEDGE ★
SERVICE PLED
GE
★ S
ER
VICE PLEDGE ★
SERVICE PLED
GE
★ S
ER
VICE PLEDGE ★
SERVICE PLED
GE
★ S
ER
VICE PLEDGE ★
SERVICE PLED
GE
wwww.tvha.co.uk
CSC: 0800 358 7767
Dateprinted:September2010