Customer Charter
Cadwyn will provide a consistently high level of service for all its customers. Our customers include our tenants, but these standards equally apply to everyone else we have contact with.
In order to achieve this, you can always expect:
- A user-friendly point of contact and to be treated politely, fairly and openly.
- To be dealt with promptly and efficiently.
- For any personal information held to be treated confidentially.
- For staff to provide their names when dealing with your enquiry and to be referred to by your name and preferred title.
- To be listened to and provided with explanations about why decisions have been taken.
- To have complaints taken seriously and matters resolved at the earliest opportunity.
- To receive equal opportunities and a high level of service irrespective of ethnicity, religion, sexual orientation, gender, age or disability.
- To be given correct and clearly presented information.
- To be provided with information on our services and standards of performance.
- To receive information in a language or format of your choice, or to communicate through a translator or advocate if you prefer.
Our standards of customer service are designed to make sure we meet your expectations.
When you come into the office to see us we will:
- See you within ten minutes of your appointment time.
- Ask you to agree to any notes taken during a meeting or interview or offer you the opportunity of having another person sit in as a witness or scribe.
- If you call in without an appointment we will try to assist you or offer you an appointment with the appropriate member of staff on another day.
If you telephone our main office numbers during normal office hours we will aim to:
- Answer your call as soon as a member of staff is available.
- If the member of staff you wish to speak to is not available we will offer you the choice of speaking with someone else or leaving a message or we will telephone you back within 1 working day, rather than keep you waiting.
If you write to us or send us an email we will:
- Respond to you within 2 working days of receiving your communication.
- Aim to resolve your enquiry within 10 working days, or if we are unable to do so, ring or write to let you know.
- Send you any forms or leaflets you have asked for within 3 working days when we have the items in stock; if we do not have the information you have asked for we will let you know within 3 working days when you should be able to expect them.
When we visit you at your home we will:
- Let you know if we are coming in the morning or afternoon.
- Give you at least 48 hours’ notice of a visit, unless it is an emergency.
- Arrange the visit for the beginning or the end of a working day if you have difficulty meeting us during normal office hours.
- Arrange for an interpreter to be present if necessary.
- Ensure that Cadwyn staff, our representatives and contractors always carry an identity card.
- Do our best to let you know if our staff cannot keep an appointment or are delayed. We will ask our contractors to do the same; and ensure that contractors working in your home on Cadwyn’s behalf abide by a strict code of conduct.
We will monitor our performance and publish the results. Your feedback is important to us as it helps us plan and deliver services you want in the best way. We will seek your feedback on our performance and continually look for ways we can improve.
