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

E-Mail

  • 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