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Building Design Services
Our Service Standards
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AT THE START OF A PROJECT |
| 1. If required, we will hold evening meetings and/or open days in show flats to put forward our proposals and listen to your views. |
| 2. We will keep you informed of our proposals for work in your home and where appropriate, offer choice. |
| 3. Ensure you receive easy to read information giving work details, contact names and phone numbers. |
DURING THE PROJECT |
| 1. We will give you, wherever possible, a minimum of 7 days notice when work is to take place within your home. |
| 2. We will try to ensure that work is carried out and completed on the dates and times arranged with you. We will keep you informed of progress. |
| 3. We will make any necessary arrangements for residents with special needs. |
| 4. We will use clean dustsheets to protect soft furnishings and fittings when working in your home. |
| 5. We will ensure the contractors are polite, considerate, dress appropriately, do not use bad language, carry identification and leave your home in a safe and watertight condition at the end of each working day. |
| 6. We will ensure the contractor instructs you on the use of any new installation in your home. |
| 7. We will carry out a final inspection to ensure you are happy with the work. |
AT THE END OF A PROJECT |
| 1. We will continue to provide assistance after the work is complete to help you with any further enquiries you may have. |
| 2. We will carry out customer surveys to assess your satisfaction with our products and service. |
GENERAL |
| 1.Any information we provide will be easy to understand, available in a variety of formats and will give our contact details. We will offer our Interpretation and Translation service (ITS) to our customers to help in situations where communication in English may be difficult. |
| 2. We will respond to all written enquiries within 10 working days. |
| 3. We will ensure that faults reported to our help desk are dealt with within 10 days working days. Where this is not possible, we will keep you abreast of the latest position. |
| 4. We will respond to your complaints within 10 working days. If the complaint cannot be dealt with in that time, we will keep you informed of the latest position. |
| 5. We will ensure that your enquiries to our help desk are dealt with immediately where practical but no later than 10 working days where an enquiry requires further research or action. |
| 6. All telephone calls will be answered within 5 rings whenever possible. |
| 7. Our staff will be polite and courteous at all times. |
PERFORMANCE
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Each year, we will publish our performance against these Standards so that our customers can hold us accountable for them.
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Please click on the following link to return to the Building Design Services Homepage.
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