Service standards for customer services
Keeping appointments
We will:
- See you at the time we agreed with you.
- Contact you if we have to change an appointment.
- Explain why we need to change an appointment and rearrange it
for a time that is good for you.
When you see us
We will:
- Be clearly identifiable when out and about in your
neighbourhood and wear Tower Hamlets Homes identification
cards.
- Introduce ourselves clearly and courteously.
- Greet you within five minutes when you visit our offices.
When you ring
We will:
- Answer your call promptly.
- Speak clearly, tell you our name and which team we are in and
let you know who has responsibility for dealing with your
request.
- Call you back when we say we will.
When you write to us
We will:
- Acknowledge your written enquiry within two working days.
- Send you a full reply within 10 working days.
- Let you know the name of the person who is dealing with your
enquiry.
If things go wrong
We will:
- Be open and honest and do our best to put things right
quickly.
- Acknowledge any complaint you make within two days.
- Reply to your complaint within 10 days and offer you the right
to appeal if you don’t agree with our reply.
- Refer you to an external investigator if you are still
unhappy.
Getting in touch with us:
We will:
- Provide a range of ways to get in touch, including face to
face, by telephone and email.
- Publicise your neighbourhood team and how to contact them.
- Offer you a home visit and make an appointment to visit you
quickly.