We will deal efficiently with customer enquiries from start to finish

  • Report on satisfaction with service requests
  • Report on number of appointments made and kept (for repairs and maintenance) and satisfaction that a service was provided right first time
  • Report on satisfaction whether customer has been kept informed of progress
  • Report on speed of telephone answering and transfer of telephone enquiries

We will provide high quality customer service

  • Customer Service Excellence standard achieved and maintained
  • Publicise the standard to customers
  • Staff regularly trained in customer care
  • Monitor customer satisfaction with how polite and helpful staff are

We will monitor and report on our services to ensure they offer value for money

  • Report on overall expenditure by Rooftop and Housemark value for money comparisons of service performance with similar registered housing providers

We will publish an annual report to customers providing information on how we have met our customer service standards

  • Report produced and available in range of formats

We will monitor satisfaction with our services across diversity groups and report any differences

  • Monitor customer satisfaction by diversity (gender, age, disability and ethnicity)

We will provide a high quality service to collect rents and service charges

  • Report on rent collection rates
  • Report on customer satisfaction with rent offering value for money
  • Report on customer satisfaction with the rent collection process

We will provide work and money advice to customers to help with the impact of welfare reform

  • Number of customers offered advice
  • Number of customers benefitting from advice