[Skip to main content] [Skip to secondary navigation]

Customer Service Policy

Introduction

A Customer Service Team (Generic Housing Staff) was introduced to Roupell Park RMC in September 2007 as part of RPRMC’s commitment to delivering excellent customer service to its customers. The principles of customer service however should be adopted by all sections of the organisation. A Policy is required to support this.

Policy statement

We aim to deliver an excellent service to all our customers, and we will regularly seek their feedback on the services we provide. We will consult with them on an ongoing basis to ensure that we continue to meet their service needs and expectations, and we will manage our relationships with them in a positive and proactive manner.

Principles

We will identify our key Customer and Stakeholder groups. Key Customers include tenants, prospective tenants, and anyone who enquiries about RPRMC or the services it provides. Key Stakeholders include Contractors & Local Authorities amongst others.

We will regularly consult with our customers, identifying their key service requirements, both now and for the future.

We will use customer feedback to set Customer Service Standards for RPRMC. We will put measures in place to monitor our performance against these standards, and our performance will be regularly communicated to our customers and staff.

We aim for continuous improvement. We will therefore be flexible and open to change, continuously challenging and re-evaluating our service delivery processes in order to ensure our services improve as required.

We will regularly measure how satisfied our customers are with the service they receive from RPRMC and will target key areas for improvement. The results of any surveys and details of any subsequent improvements to our service will be communicated to our customers.

The Customer Services Team (Generic Housing Staff) will play a lead role in terms of promoting and continuously improving customer service. RPRMC will have customer service measures and targets as part of the annual plan, thus ensuring commitment and continuous improvement. Measures may relate to speed of response, quality of service, value for money and accessibility to services.

Accessibility will be a cornerstone of customer service. Demand for documentation and literature in alternative formats such as audio transcription, large print size, Braille and translation into languages other than English will be regularly monitored. Where practicable, those alternative formats will be provided. Where necessary, resources such as interpreters / signers will be provided for face to face meetings.

Key operational framework

The Senior Housing Officer is responsible for the Customer Service Team (Generic Housing Staff), with the Assistant Directors being responsible for the delivery of the maintenance department’s customer service targets.

The Senior Management Team will ensure that there exists a common understanding of customer service across all staff within the Organisation, and that any Service Standards and associated performance indicators adopted by RPRMC are being met. The Director / Assistant Director will provide an overview of customer services performance for the purposes of preparing data for KPI reports to the Committee.

Review

The Policy will be reviewed in October 2008 and each year thereafter, to ensure that lessons learnt in the previous 12 months are acted upon in order to maintain RPRMC’s responsiveness to the changing demands of its customers.