Customer Service Standards
This page sets out Tamar's Customer Service Standards. These are the standards that residents can expect from Tamar.
General
- We will be polite and courteous at all times
- We will treat you fairly regardless of your age, disability, race, religion or belief, gender, sexual orientation, marital status, gender reassignment status, pregnancy and maternity status
- We will guarantee your confidentiality
- We will make it as easy to contact us as possible
Telephone contact
- We will answer your calls between 9 am and 5 pm Monday to Friday and will have a message service outside of these hours
- We will provide a 24 hour telephone repair service
- We will answer the phone promptly and courteously and tell you our name
- The person who answers your call will take personal responsibility for dealing with your problem and taking any follow up action
- We will pass you on to someone else if you ask us to
- We will take a message for another member of staff if you ask us to and pass that message to them when they return
Written contact
- We will reply to any written correspondence promptly. If we are unable to answer promptly we will tell you why and give you an idea how long it may take
- We will use plain language wherever possible
- We will provide you with an e-mail address to contact our staff
- We will respond to your queries via e-mail, Facebook or via our website promptly
Visiting the office
- Our offices will be open between 9 am and 5 pm each working day
- Anyone may visit our offices with or without an appointment
- You will be seen promptly
- We will provide a private interview room so that you can talk to us in confidence
Visiting your home
- We will normally make an appointment if we need to visit you at home, although there are some circumstances where we may visit unannounced
- We will wear name badges or carry identification
- We will treat your home with respect
Repairs
- We will provide you with a phone number to contact the Tamar Repairs Service
- We will supply you with a method of reporting any emergency repairs
- Our contractors will provide you with an appointment to carry out any work
Rent and Service Charges
- We will give you at least 28 days notice when we increase your rent
- We will give you a breakdown of any Service Charge you are obliged to pay, which explains how the charge was calculated
Anti-Social Behaviour
- We will treat all reports of anti-social behaviour seriously
- We will treat all reports of anti-social behaviour in confidence and will never pass on the details of people who have complained, without their permission