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The Customer Service Charter

Customer Service Charter

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Our Staff

When you contact us, we will:
  • Be friendly, helpful and professional.
  • Treat everyone fairly and to the same high standard while respecting people’s differences.
  • Communicate clearly and avoid jargon.
  • Be open, honest and respectful.
  • Contact our customers when we promise to.
  • Refer customer enquiries to specialist staff for help and guidance when necessary.
  • Provide a private interview room for customers on request.

When you contact us

Our aim is to:
  • Answer your call within 20 seconds when you telephone us.
  • See you within 15 minutes if you visit us in person.
  • Respond to all emails within one working day.
  • Respond to all letters within 7 working days or tell you if it is going to take longer.
  • Resolve your enquiry at first point of contact and if this is not possible explain what will happen next and how long it should take to complete your enquiry.

How you can help us

When you contact us, we ask that you:
  • Respect our employees so that we can provide you with the service you require.
  • Provide us with the complete and accurate information we need to help you.
  • Inform us of any changes in your circumstances that may affect the services we provide to you.
  • Tell us if we have delivered a service to your satisfaction and also when we have exceeded your expectations.
  • Tell us if we have got it wrong, so that we can put it right this time and get it right first time next time.

Our promise to you

To deliver the best possible service, we will:
  • Support and train our employees and encourage them to develop their skills in order to provide an excellent service.
  • Listen to our customers and treat comments as an opportunity to improve.
  • Regularly review our services to ensure they reflect the needs of our customers.

Further Information

In this section

Documents
  • No Documents 

More Information

See also in our website

External websites

  • Worcestershire Hub Online
    Filled with contactable people, advice for users and many other features to help users get in touch for more information. 

We are not responsible for the content of external sites. Read more

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This page was last reviewed 2 April 2013 at 15:16.
The page is next due for review 29 September 2014.