Customer Experience
We listen, we care: the standards you can expect from us
We strive to deliver excellent customer service and have developed this customer promise, so you know what you can expect from us, and what to do if things don’t go well. To help us do this we will:
- take time to understand and meet your individual needs
- be open, honest and use clear language in all our communication
- treat you with courtesy, politeness and understanding
- keep your personal data secure and respect your privacy
- give you straightforward and clear advice about the services that are available to you
- measure and monitor our performance against standards. Share performance information with tenant panel members and councillors
- ask you for your feedback and use this to improve our services
- admit when we are wrong, we say sorry, make every effort to put it right and provide a simple way to complain
- offer a range of ways we can communicate with each other. These include letters by post, emails, telephone calls, face to face meetings at your home or in Community Hub. We have a text message service to keep you updated about your repair appointments.
- promote our services on the council’s social media pages
- ask you about and understand your needs so we can make reasonable adjustments to tailor our services to suit you
- work with our partners such as the Citizens Advice Bureau, Northumbria Water and Department of Work and Pensions to provide additional support to tenants
How we engage
Our tenant engagement work ensures tenants’ views and suggestions for improving our services are collected on a regular basis through a wide range of events and activities.
Our aim is to encourage our tenants to get involved in a way they feel comfortable with. Tenants can choose how often they want to get involved, ranging from filling in an occasional survey to joining a group that meets regularly to review a particular aspect of the housing service. Our activities are informal, informative and offer the chance to meet new people and learn more about our housing services.
It is important to us that we always let participants know the impact of their involvement and what happened to the feedback they gave us. We publicise the results of our engagement activities – what tenants told us, what we did with that feedback and the improvements that leads to.
Find out more at Our North Tyneside Voice or call 0191 643 2828.