The Customer Charter
We aim to deliver excellent customer service by putting our customers at the centre of everything we do and having regard to the diverse needs of the communities to which they belong.
Our Customer Service Charter
We have developed a charter which explains what you can expect from Hackney Homes.
- Our staff will be welcoming and treat customers with respect at all times.
- We will use plain English and offer interpreting and translations when required.
- We will offer home visits to any resident who is unable to make use of our offices due to a disability.
- Our staff will be helpful and provide accurate and honest information, aiming to get it right the first time.
- We will consult and involve customers in decision making to improve services to all.
- We will publish service standards and tell you how we are doing on each of them.
Equal opportunities. We have clear policies and procedures which promote equal opportunity and respect for the needs of everyone in our community. We will act swiftly and firmly against any form of discrimination.
Confidentiality. We treat anything you say to us with discretion. All the information you give us is confidential. However, we may have to share certain essential details with other public bodies (eg Benefits Agency, Inland Revenue). We will make you aware of what information is likely to be passed on. See Tenants’ rights.
Service standards
Working with our tenants we have identified a wide range of service standards for each of our services. We are working hard to achieve these standards and will report back to tenants on how well we are doing with each of them. Some of the standards include:
- we will answer telephone calls within 5 rings
- when you visit our reception you will see a receptionist within 5 minutes and be interviewed within 15 minutes
- we will reply to all letters, faxes and e-mails with a written response within 10 working days
- we will answer all complaints in full within 15 working days
- we will remove offensive graffiti and hate crime graffiti within 3 hours of being reported. Other graffiti will be removed within 4 working days of being reported
- we will carry out normal repairs within 20 working days. A normal repair is undertaken where the situation does not pose inconvenience or danger
- we will carry out urgent repairs within 5 working days. Urgent repairs are undertaken where there is substantial inconvenience, damage or danger
- we will carry out emergency repairs to ensure your safety within 24 hours. Emergency repairs include leaks, no drinking water, no electricity or blocked water closets (when there is no alternative WC)
- we will carry out immediate repairs to ensure your safety within 2 hours. Immediate repairs are undertaken in response to a threat to life or limb or other major emergency
- if any tenant or leaseholder is experiencing hate crime or anti-social behaviour, we will arrange an interview within 3 working days or within 24 hours for emergency cases.
Other standards. We have developed further more detailed standards which you can find out about by asking for a leaflet or going to our website.
