Customer Services Charter

Housing Services - Customer Service Charter

The Customer Service Charter sets out the standard of service you can expect to receive from the Housing Services Team.

Our Commitment to you:

• We aim to acknowledge all correspondence within 3 days and make a substantive reply within 7 days, or tell you if it’s going to take longer.
• We aim to answer emails within one working day, or tell you if it’s going to take longer.
• We aim to answer the telephone within 3 rings.
• We will get back to you by the next working day if you have to leave a telephone message.
• We will avoid jargon and explain technical terms.
• We will be friendly and helpful.
• We will treat everyone fairly to the same high standard; with courtesy, honesty and will respect your dignity.
• We will be sensitive to your individual needs and respect your right to confidentiality.
• We will not make promises that we cannot keep.
• We can arrange for leaflets, letters and other information to be made available in large print.
• We will show you Council identification if we visit you at home.
• We encourage suggestions on how we can improve the service we offer, and like to hear when we get things right. However, if you have any complaints, we would like to hear those too and be given the opportunity to put them right.

 A leaflet “We’re listening to you – Tell us what you think” can be obtained from the Customer Service Centre located in the Library Building in Graham Road, Malvern or by telephoning Housing Services on 01684 862160.

How to Contact Us:

Housing Services
Malvern Hills District Council
The Council House
Avenue Road
Malvern
WR14 3AF

Tel:           01684 862151
Fax:          01684 862499
Email:      housing.mailbox@malvernhills.gov.uk