Customer service promise
Our Customer Service Charter sets out our service promises to residents, telling them what we’ll do, how we’ll do it and how long it will take.
We hope that, if residents feel that we are not achieving these standards, they will tell us or feel free to use our complaints procedure, details of which are available from local area offices.
CBHA Customer Service Charter
Staff
- CBHA staff will be polite, courteous and professional at all times.
- CBHA staff will treat residents fairly and with respect.
- CBHA staff will have up to date identification, especially on home visits.
Offices
- Office opening times will be publicised and offices will be staffed during these times. At all other times, a telephone service will be available to take emergency calls.
- Visitors to our offices will be acknowledged within one minute of arrival and will be seen within five minutes.
- Visitors wishing to discuss confidential matters will be offered a private interview.
Telephones
- Telephones will be answered promptly.
- The staff member answering the call will give their name.
- Messages taken for other staff members will be passed on immediately, either in person or by using email.
- Telephone messages will be responded to within one working day.
Correspondence
- We will acknowledge your correspondence within two working days.
- We will reply to all written correspondence within ten working days of receipt.
- We will provide a clear response that answers your query.
Information
- CBHA will provide all residents with a handbook detailing the services that we provide, contact details and other relevant information.
- CBHA News will be published a minimum of four times per year.
- An annual report will be published every year giving details of our performance for the previous year.
- Easy to understand leaflets on a range of issues will be available at all offices.
- Rent statements will be sent every two months.
- A statement of account will be sent to all leaseholders and freeholders annually.
- Bespoke written translations will be sent out with correspondence on specific service issues.
- A translation/ interpreting service will be available from all our CBHA offices.
Consultation
- CBHA will consult you about any major changes to services using local committees, public meetings, drop-in sessions and written correspondence.
- All major changes to service provision will have to be approved by our Board or one of their subcommittees.
- Residents will form part of all Best Value Review and service working party groups.
- CBHA will commission an independent Customer Survey each year.
