We’ve been working with tenants in our Communications Taskforce to develop a new standard for communication.
We want to develop a shared understanding about how we communicate by:
– building trust with our customers by managing expectations
– being able to deliver what we say we will do
– being honest and clear when there will be a delay or when we are not able to do something we are asked to do
Our Customer Commitment outlines how we will do this.
In the last edition of Viewpoint, we asked you what was reasonable as a timescale for ‘general enquiries’.
General enquiries are all of those which aren’t ‘Urgent enquiries’.
At EHA, an ‘urgent enquiry’ is any issue relating to you, your tenancy or home that could:
– lead to death/ injury/ seriously risk the health of you, your household, visitors or public
– cause extensive damage to your home or your belongings
– cause serious inconvenience to you/ your household/ other residents
We’ll always aim to resolve your enquiry at the first point of contact. If this is not possible, we will see if someone else can help you. If the right person is not available, we will request they get back to you.
Following engagement with our tenants, we’ve introduced a new Communication Standard – our commitment to you for all customer contact.
You can view our Customer Commitment by clicking on the image below:
Moving forward, all urgent enquiries will be dealt with, within 24 hours.
All other, general enquiries, will be dealt with in 5 working days – or sooner where possible.
The standard is aimed to help us prioritise enquiries, and allow us more time to investigate enquiries that require input from other teams/ contractors.
It will provide assurance to our customers that all enquiries will be dealt with in a timely manner, without the need for repeat contacts – allowing us to manage all new enquiries appropriately.
We’d like to thank our Communications Taskforce, Scrutiny Audit Panel, colleagues and wider customers for their support with the development of our new commitment, which should improve customer service for all.
