Section 2 How to contact us and what you can expect from us Section 2 – How to contact us and what you can expect from us You can contact us, or get information about us and our services, in a number of different ways. Phone: 01438 242666 Minicom: 01438 242150 8am to 6pm, Monday to Friday Address: Daneshill House Danestrete Stevenage Hertfordshire SG1 1HN The customer service centre is open from 8.30am to 5.30pm, Monday to Friday. E-mail: enquiries@ stevenagehomes.org.uk Fax: 01438 242384 For more information about us and the services we offer, look at our website at www.stevenagehomes.org.uk. How the customer service centre can help you The customer service centre has equipment that will help you to access information quickly and easily. ■ The scanner machine can read out any written information. ■ The magnifier can make any print larger. ■ You can access both our and Stevenage Borough Council’s websites. ■ If you have hearing difficulties, the customer service centre can provide a portable induction loop. ■ You can also ask for information in large print, different languages and Braille. Customer service standards We are committed to: ■ delivering excellent and efficient services to customers; ■ involving residents and communities; ■ putting tenants at the heart of how we deliver services; and ■ getting feedback on the quality of the services we provide. When you visit us at Daneshill House, we will: ■ provide a clean, well maintained and welcoming environment for all our visitors and staff; ■ be friendly, polite and helpful at all times; ■ respond quickly and sensitively to your requests (as long as they are reasonable); ■ see you within 10 minutes of your appointment time, or within 20 minutes if you do not have an appointment (if you need to speak to someone but you do not have an appointment, we will arrange one for you within 30 minutes where possible); ■ respect your privacy; and ■ identify ourselves by name and wear a name badge. The Customer Service Centre, open from 8.30am to 5.30pm, Monday to Friday When you contact us by phone: ■ the customer service centre will aim to answer your call within 30 seconds; ■ if we need to transfer your call to another part of our organisation, we will answer within 15 seconds (or six rings) or take a message (if appropriate); ■ we will try to return your call before the end of the next working day or at any time you ask; ■ we will tell you who and which service you are speaking to; ■ if we are not able to help you, we will identify who can and either transfer the call, provide the correct phone number or call you back. Sometimes we use answerphones outside normal office hours. We will make sure you are greeted with a clear, up-to-date message and return your call if you ask us to. When you contact us by letter or e-mail, we will: ■ acknowledge that we have received it (within two days for letters and by the end of the next working day for e-mails); ■ give you a full response within 10 working days; ■ if your request is complicated, send you a brief reply within five working days, giving the reason for the delay and when you can expect a full reply (we will also give you the contact details of the person handling your request); and ■ always use plain English or provide a translation for customers who need it. When you need to see information, we will: ■ give you up-to-date information about us; ■ keep all information you give us confidential, in line with the Data Protection Act 1998; not discriminate unfairly against anyone; where possible and when asked, provide an interpreter for customers who have difficulty understanding english; ■ provide a portable induction loop for customers who have hearing difficulties; and ■ make published information available in different languages, in Braille and large print and on audio tape if you ask us to. If we visit you at home, we will: ■ be on time or, if delayed, call to let you know when we will arrive; We will tell you about any improvements we make as a result of your PIN. If you are not happy with the service you have received from us and want to complain, you can: ■ respect your home; and ■ refer to our complaints procedure on our website at www.stevenagehomes.org.uk and complain on-line; ■ leave a card to say we have called if you are out. ■ ask to speak to a manager in the customer service centre; If you have a compliment about our service, you can: ■ fill in a complaints form, which you can get from the customer service centre or from any member of our staff; ■ always show official identification; ■ tell us using any of the methods set out below. If you have a suggestion about how we might improve our service, you can: ■ make a suggestion or comment (called a performance improvement notice or ‘PIN’) using any of the methods set out below. ■ e-mail your complaint to complaints@ stevenagehomes.org.uk; ■ phone us on 01438 242666; or ■ write to us at: Stevenage Homes Daneshill House Danestrete Hertfordshire SG1 1HN. You can e-mail complaints to complaints@stevenagehomes.org.uk We will: ■ respond to you within 10 working days; ■ apologise when things go wrong and explain what happened; ■ deal with complaints fairly and investigate them sensitively; ■ investigate the circumstances surrounding the complaint or performance improvement notice and correct any fault in our service; ■ ask for feedback from the person making the complaint on how we dealt with it; ■ tell you how to go through the different stages of the complaints procedure; and ■ explain how you can contact the Local Government Ombudsman if you feel we have not properly dealt with your complaint about us. ■ treat all complaints as an opportunity to improve our policies, processes and procedures; Stage one Complaint dealt with by the original service unit We will acknowledge your complaint within two working days and provide a full reply within 10 working days. Stage two Complaint passed to our Director of Services We will acknowledge your complaint within two working days and produce a full reply within 15 working days. Stage three Complaint referred to our Chief Executive We will acknowledge your complaint within two working days and provide a full reply within 20 working days. Comments, compliments and complaints We welcome any comments – both good and bad – or complaints about the service, as these help us to improve. We are always happy to come and visit you in your home if you want us to. Daneshill House, Danestrete, Stevenage, Herts SG1 1HN Phone 01438 242666 Textphone 01438 242150 Stevenage Homes is a company owned by Stevenage Borough Council SH90105 l August 2007 You can find details of our complaints procedure in section 2 of this handbook. You can get a complaints leaflet by phoning the customer service centre on 01438 242666.