Contact UsOur Customer Services Standards
Customer Services Charter
Tees Valley aims to provide a high quality service that meets the needs of our customers. This charter reflects the culture of quality; diversity and customer care that we strive to achieve and pride ourselves upon.
The Customer Services Charter contains the service standards that you have come to expect and demand from each of the services that we deliver. It is our promise and pledge to you.
When You Visit Our Offices We Will...
- Always have a trained member of staff available to handle your enquiry who will tell you their name and ask how they can help you
- Respond to your initial enquiry within 5 minutes of your arrival
- Make an appointment at a time convenient to you should you wish to see a specific member of staff other than the Duty Office
- See you in a private interview room so that you can discuss your enquiry in confidence
- We will use an interpreting service called Language Line whenever necessary
- Ask you to complete a short survey requesting your feedback on how you found the service that you had received and any comments or recommendations that you may wish to make
When you Telephone Our Offices We Will...
- Have telephone lines open within our Customer Services Centre between 8.30 - 5.00 Monday to Friday with an out of hours service for the reporting of emergency repairs
- Answer your call within 30 seconds and put your call through to a Customer Services Adviser within 3 minutes
- We will always introduce ourselves to you and ask how we may help
- Transfer your call should the Customer Services Adviser be unable to assist you with your enquiry
- Take a message or allow you to leave a message in a mail voice box should we have transferred your call and there be no-one available to take it
- We will use an interpreting service called Language Line if English is not your first language
When You Write To us We Will...
- Issue you with an acknowledgement within 3 working days and a full response within 10 days working days. Where this is not possible we will contact you to inform you of when we would be likely to be able to provide you with a full response and will keep you updated as to the progress with your enquiry
- Ensure that our acknowledgement letter contains the name of the person dealing with your matter
- Acknowledge receipt of E Mail enquiries (customerservices@teesvalley.org)
- Write to you in clear language, avoiding jargon unless the matter is a legal issue where such language can not be avoided
- Provide information in another language if English is not your first language, or large print or Braille if necessary
When We Visit You in Your Home We Will...
- Always show you an identity card and introduce ourselves by name
- Make arrangements to call at a time that is suitable for you as far as possible
- Contact you if we cannot keep the appointment and arrange another convenient one with you
- Treat your home with respect during our stay
- Arrange for an interpreter or other person to be present as and when appropriate
To Help Us Keep Our Promises We Ask That You Do The following...
- Provide us with the information we require to help you
- Inform us of any changes in your personal circumstances which may affect any service that we provide to you
- Let us know if you are unable to attend an appointment
- Tell us if we have not delivered a service to your satisfaction and also when we have exceeded your expectations
- Support and respect our staff so that we can serve you as best we can
Standards you can expect from our Housing Services
You can obtain more information on our services by telephoning us on 01642 261100 and either speaking directly to a Customer Services Adviser or requesting a leaflet on specific topics of interest. Or see our Contact Us page.
At Tees Valley we aim to treat you fairly without prejudice or bias and will respect your confidentiality and trust that you have put in us. We will seek your views and comments to ensure that we consistently improve and shape our services to meet your needs.
The Customer Services Charter will be updated and reviewed annually following consultation with you. Regular service standard performance results will be made available on our website and displayed in tenants newsletters.
Customer Service Standards Feedback
Our Customer Services Charter is our promise and pledge to you of the standards we will adhere to when you contact us or we contact you. Below is some feedback detailing how successful we have been in achieving those standards in 2007/08.
| Telephone Handling Times | Quarter 4 2007/08 | 2007/08 |
|---|---|---|
| Calls handled | 20149 | 77073 |
| Percentage answered within 3 mins by CSA* | 99.5% | 99.2% |
| Average speed of answer | 11 Seconds | 10 seconds |
| Percentage of calls answered by CSA | 97.2% | 97.3% |
| Percentage waiting longer than 2 minutess for response by CSA | 1% | 1.4% |
| Percentage answered within 1 min by CSA | 97.2% | 96.7% |
*CSA = Customer Service Advisor
Satisfaction surveys carried out with individual service users have revealed that 76% of customers are happy with the time it takes for their call to be answered and rated the service as 8 out of 10 or above. A further 82% rated the service that they received from the Customer Services Team as excellent or good with again a rating of 8 or more out of 10.
Reception
Customers using and coming into our reception area at Rivers House have also been surveyed. We aim to gather as much information as possible to ensure that we understand and learn as much as we can as to what the customer experience is really like at Tees Valley Housing. In 2007/08 87% of you have rated the service you received at our Reception as excellent.
