Customer service charter
Our customer service charter sets out our promises to you. We developed it after consulting our residents.
Providing excellent services that are fair and free from discrimination is vital to achieving our mission. We will monitor these standards every six months and report on and review our performance against them each year.
We will:
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be polite and treat you with respect and courtesy
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give you our name and service area when we speak to you or see you
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wear name badges with our names clearly visible
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take responsibility for matters that you raise with us and try to solve them the first time you contact us
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acknowledge your complaint and get back to you within three
working days of you reporting the complaint to tell you how we are dealing with it
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answer the phone within 20 seconds
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respond to all phone messages by the next working day
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reply to all of your letters, emails and faxes as soon as possible but within ten working days
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arrange to meet you at a time and place which is convenient for you (we will see you promptly at a Peabody office, or within 10 minutes of your appointment time if we are meeting you at another agreed venue)
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provide private meeting rooms at our offices, and make sure these rooms are easy for everyone to gain access to
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provide communication support for customers with language, sight or hearing difficulties
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give you up-to-date, easy-to-understand information about a range of services
We have designed the standards to give you the highest quality of customer service that we can. We also expect you to play your part in helping us to achieve these standards.
We expect you to:
- be polite and treat our staff with respect and courtesy
- let us know if you are not able to keep an appointment
View our service promise statement (pdf, 37KB)
If you would like to recieve a copy of the customer service charter in another language then please contact our customer service department, Peabody Direct.
