 Our
promise to you
Marches Housing Association is committed to providing a high standard of service. In 2008 we will be reviewing our customer service standards.
If you would like to be involved in this work please contact Chris Boote.
We
ask our customers to be courteous to our staff but reserve
the right to take action if customer behave in an unacceptable
way - as set out in our policy. Please click on the link
to download a copy of this policy
Download policy (pdf -23kb)
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We promise to...
Be Easy To Contact
- We will see you within 5 minutes
of you visiting our offices
- We will answer your telephone call
within 10 seconds
Give you a good service
- We will be courteous and polite
at all times
- We will wear name badges and show
identity cards when requested to do so.
- We will reply to your telephone
calls within 1 working day
- We will send you any information
you request within 2 working days.
- We will reply to your letters within
5 working days.
- We will reply to your e-mails within
1 working day.
- We will provide our services within
published time scales.
- We will require our contractors/suppliers
working for us to meet our service standards.
Give You Clear and Accurate
Information
- We will write letters and publish
leaflets in 'Plain English'.
- We will give you a clear statement
of your rent account twice a year.
Act When Things Go Wrong
- We will try and sort out mistakes
or problems straight away
- We will react to your formal complaints
within 7 days or within a time agreed with you.
Listen To Your Views and
Let You Take Part in Making Decisions
- We will ask for your opinions on
our services.
- We will give you lots of different
chances to share in decision making that affects
you.
Be Fair
In order to monitor our performance and maintain high standards
of service, from time to time we may ask you to take part
in surveys.
We will publish this performance information in newsletters
and our annual report.
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