Service standards

Service standards

We are committed to providing excellent customer service to all Lyng tenants and other people who use our services. Our Customer Service Standards help us to outline the key standards of service that you can expect from us.

Lyng-16

Our current service standards are:-

Repairs Service

Emergency Repairs – make safe within 4 hours

Urgent Repairs – within 5 working days

Routine Repairs – within 20 working days

Staff attitude and behaviour  -

Our staff will be friendly, approachable, welcoming and helpful.

Staff Appearance -

Our staff will be smart and presentable, wear a name badge and if its relevant to their post, wear a uniform.

Responding to you when you have sent us a letter, email or fax –

We will provide a written acknowledgement within one working day of receiving your letter, email or fax.

Answering your telephone calls and returning your telephone calls when you have left a message -

Telephone calls will be answered by our customer service staff within 25 seconds. You will be told the name of the person you are speaking to. We will only transfer your call once and offer to ring you back if there is a delay in putting you through to the officer you need to speak to. If you leave a message we will look to reply within one day.

Quality of standard letters, leaflets and other publications -

All of our standard documents and publications will be written in plain English and will be jargon free.

Pre arranged appointments -

You will be seen within 10 minutes of your appointment time.

If you do not have an appointment –

You will be seen within 20 minutes of arriving at our office or you will be offered an alternative appointment time.

Appointments for home visits -

We will aim to visit you at home within 5 working days if the matter is urgent within 10 working days if not.

Staff Identification -

Staff will wear photo identification badges when they visit your home.

 

Equality and Diversity

We are committed to the principals of Equality & Diversity throughout the organisation. This includes anyone who represents us or with whom we work in partnership. We recognise that people who use our services come from diverse backgrounds and aim to ensure that all of our services are relevant, responsive and sensitive to the needs of our existing and future customers. We are committed to providing a  service that recognises that everyone has the right to fair and equal treatment.