We will always be friendly, polite and professional and do all we can to help you.
Our Service Standards describe in more detail what you can expect from us and what we ask of you.
When you call us we will:
- Answer your call as quickly as possible
- If you leave a voice-mail message, call you back as soon as we can
- Confirm you are through to Wyedean Housing Association and give you our name
- Carry out a security check to confirm who you are before we give out any personal or sensitive information
- Give you enough time to discuss everything you’d like to
- Offer to call you back if we need to put you on hold
- If we can’t help you, give you clear and helpful information about other organisations that may be able to
- Ask if you were happy with the service we provided
When we call you we will:
- Check before we call whether you need any support or adjustments such as a language interpreter or BT Type Talk
- Give you our name, job title and the reason why we’re contacting you
- Check it’s convenient for you to talk and offer to call back if necessary
- Use plain English or the language or format you need
- Leave our name, return number and the reason why we’re calling if your voicemail answers
When we visit your home we will:
- Agree an appointment time with you beforehand and check if you need any additional support or adjustments such as a language interpreter, signer, support worker, family advocate, carer or female officer in attendance
- Show you our identity card and encourage you to check that it’s valid if you’re not sure
- Explain what we have come to do
- Leave a calling card with the employee’s name, contact number and reason for the visit if you’re not at home
- Respect your home environment including observing any cultural or religious considerations you ask us to
When you visit our office we will:
- Display our normal office opening hours outside with information on how to contact us, including in an out-of-hours emergency
- Advertise any forthcoming change to our usual opening hours
- Provide an accessible, welcoming and comfortable waiting area
- See you on time for your appointment (please note, visits to our office are by appointment only)
- Offer to see you in private if your enquiry is confidential
When you write to us we will:
- Reply to letters by post within 5 working days of receiving your letter or, if we can’t, let you know who is dealing with your query and when you can expect them to reply
- Reply to emails, texts and social media messages in a timely manner
- Include emergency contact details in our out of office reply, if we receive your message outside of our normal office hours,
If you have a complaint we will:
- Make it easy for you to make your complaint by providing a number of ways you can do this
- Take your complaint seriously and deal with it impartially and empathetically
- Respond to your complaint within clearly identified timescales
- Involve you in the investigation and inform you of the outcome
- Clearly state if your complaint is upheld and if not explain why
- Learn from our mistakes and put things right
You can find out more in our Complaints, Comments and Compliments Policy.
In return, we ask that you:
- Are always polite and patient, especially when we are busy
- Attend appointments on time
- Tell us as soon as possible if you cannot make an appointment
- Provide us with the information we need to deal with your enquiry
- Tell us as soon as possible if you have a problem with your home or in your neighbourhood
- Give us feedback on our services