Service standards for residents

Keeping you informed

We will:

• Let you know quickly when there are changes to the staff who work in your neighbourhood.
• Keep you up to date at least four times a year with what is happening in your neighbourhood.
• Let you know how we are performing at least six times a year.
• Hold events in your neighbourhood for all residents.

Getting involved in what we do

We will:

• Make sure that all residents have opportunities to get involved.
• Provide you with a choice of ways for you to get involved.
• Let you know how things you have told us have changed what we do.
• Consult with you about issues affecting your home and neighbourhood.

Your communication needs

We will:

• Provide you with information in alternative formats when you ask us to.
• Arrange for interpretation or translation if you need us to.
• Read or explain written information if you would like us to.

Knowing our customers

We will:

• Make sure the information we hold about you is up-to-date and accurate.
• Use the information we collect to provide you with the best service we can.
• Check to make sure all residents are benefiting from the services we provide.

Extra support if you need it

We will:

• Publish the details of what extra support is available to help you.
• Ask you directly about any extra support you need and agree with you what we can offer.

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.