Customer Charter - Our Service to you.
V2C is committed to high standards of service and to delivering effective and efficient services. Whilst we may not always be able to satisfy all of our customers, we will meet the set of agreed standards set out in this Customer Charter.
Communication
- We will respond to your written or email enquiry within 10 working days and will advise if this is not possible.
- We will respond to telephone voicemail messages within two working days.
- When answering telephone calls staff will clearly state their name and service area and open with a ‘morning or afternoon’ greeting.
- We will deal with enquiries in a helpful and courteous manner but will not accept abuse, threats or bad language.
- We will communicate in a clear way avoiding jargon where possible and provide clarity in our responses.
- We will offer confidential interviews where a customer requests this.
- We will comply with the requirements of the Welsh Language Act as they apply to Registered Social Landlords.
Our Staff
- Will be of a smart and professional appearance.
- Will display ID cards when visiting customers.
- Will represent V2C in a positive and effective manner.
- Will aim to be punctual and, when unable to maintain an appointment, will inform the customer giving as much notice as possible.
- Are our biggest asset and will be valued, supported and have development opportunities.
Our Services
- We will treat all customers equally and equitably.
- We will listen to all of our customers and take on board their views.
- We will use a variety of methods to consult and obtain feedback from customers and publish the results.
- Our services will be as accessible as possible.
- We will regularly measure and monitor our services and report the information to Board Members.
- We will aim to accommodate customers with special needs.
- We will pursue a ‘continuous improvement’ approach to service delivery.
- We will clearly advertise our office opening hours. We will communicate progress through a quarterly ‘Voice of Change’ newsletter.
- We will operate and publicise a complaints procedure.