Customer care

Our customer care standards have been developed with tenants and leaseholders to help us achieve our mission statement.

 ‘To secure the best future for Council housing tenants and services in Derby’

 To deliver our high customer care standards we will:

  • make sure all our staff receive customer care training
  • continually monitor our standards and ask tenants and leaseholders to monitor our standards 
  • regularly publish the results of this monitoring for everyone to see how we are doing.

 

Our Values 

Our values are clear in everything we do and in how we operate as we work towards our vision.

  • Integrity – we are open and honest and we aim to keep our promises
  • Excellence – we pride ourselves in being excellent
  • Learning from people – we improve our services by listening to feedback
  • Delivering Value for Money – we manage homes, estates and services efficiently, effectively and economically
  • Embrace equalities and diversity – we meet the needs of all the communities we serve
  • Innovation – We inspire our employees and improve our business
  • Work safely – we prioritise health and safety for customers and staff.

 

If you feel that we have not lived up to our values, principles and standards then we want to know.

 Derby Homes and our partners are committed to high standards of customer care. 

 We will:

  • respect you and your home
  • consult with you
  • involve tenants and leaseholders to monitor and improve our service
  • care for your property
  • behave professionally
  • deal fairly with complaints.

 Our staff will:

  • be prompt, polite and helpful
  • wear name badges while in our offices
  • be well informed and trained in their duties
  • carry official identification badges while on duty outside the offices
  • make appointments when we need to visit you, or carry out repairs.

 Our Standards

 When you contact our Enquiry Centre we will:

  • answer 70% of calls within 10 seconds
  • answer 100% of calls in less than 90 seconds
  • monitor the number of times callers ring off before the call is answered - we aim for this to be less than 15% of the total calls received
  • monitor a sample of calls every month to help make sure we are providing
  • a high quality service.

When you visit one of our offices we will:

  • Display our opening times and out of hours emergency numbers
  • Give 10 working days notice of any office closures for training or holidays
  • Display photographs of key staff
  • Ensure that the reception area is clean and tidy and has relevant and up to date information on display
  • Offer you a private interview if you request one
  • Ensure that you are not kept waiting for longer than 10 minutes
  • Explain why if we have to keep you waiting
  • Ensure all our local offices are easily accessible  
  • Offer an interpreting service through language line to customers who find it difficult to communicate in English

    Our customer care standards have been agreed with our tenants. We regularly check the service at housing offices and make sure we are meeting the standards.