Your experience when you contact us
When you have contact with us we want you to feel
that we have listened to you and delivered the service you wanted.
If we can’t deliver what you expect we will put it right or explain
why we can’t do what you have asked for.
Our commitment:
- We will respect you.
- We will treat you as an individual and take account of your
individual needs based on age, race, ethnic origin, gender,
disability, sexual orientation, religious belief or any other
personal characteristic.
- We will make it easy for you to contact us.
- We will make sure that we understand what you want and deliver
it.
- If we can’t deliver what you want, we will explain why.
- We will treat information you give us in confidence and, unless
we are obliged by law, not pass it on to any third party without
your permission.
- As far as reasonably possible we will give you the information
you want in the format you want.
- We will fulfil our obligations under the Data Protection
Act.
| Measure |
Target |
Method |
| Customer satisfaction with their experience when they
last contacted the Trust |
90% customer satisfaction |
Mystery shopping, customer satisfaction surveys (postal,
telephone and web), STATUS and complaints/feedback |
Meeting the TSA standards for:
Tenant involvement and empowerment