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Blackpool Coastal Housing Ltd
Progress House
Clifton Road
Blackpool
FY4 4US
T 01253 477900
Email:
enquiries@bch.co.uk
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Blackpool Coastal Housing
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Service Standards
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Customer Care
Service Standards
Service Standards
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Contact Us
The Customer Care Team
Blackpool Coastal Housing
The Stadium
Seasiders Way
Blackpool
FY1 6JY
01253 651950
enquiries@bch.co.uk
Customer Service
Blackpool Coastal Housing’s main aim is to provide a high quality service. We have held the ISO (International Standards Organisation) 9001 accreditation since 2002, which demonstrates that we adopt consistent procedures and maintain continuous improvement and in 2006 we were awarded the Investors in People accreditation.
The Customer service standards reflect our commitment to providing the highest possible standards of customer service and to continuously improve the service.
· We will aim to answer all telephone calls within 5 rings and greet our customers
· We will respond to all complaints within 10 working days of receipt in accordance with our published complaints system.
· We aim to acknowledge all letters within 5 working days and will usually give you a full response within 10 working days.
· We will respond to all customers requiring call back within 1 working day.
· If you wish to make an appointment, we will try and give you a convenient time within 5 working days.
· We will aim to see you within 10 minutes of calling in to reception.
· We will ensure that all staff and representatives introduce themselves and wear identification badges at all times.
· We will ensure our staff are polite, honest, and helpful and listen to your enquiry. Staff will treat all customers and colleagues with respect and courtesy.
· We will ensure all personal information/correspondence is confidential under the terms of the Data Protection Act 1988.
· We will ensure all letters have a return address, contact name, phone number and email address.
Equality & Diversity
Blackpool Coastal Housing is aware of and values the different groups of customers and possible future customers that we serve, and aims to deliver services that meet the needs of all people within our communities. All individuals can expect to receive equal access to all services we provide both now and in the future. We are committed to promoting equality of opportunity, to combat discrimination and to promote good community relations both within our organisation and across Blackpool.
The Equality & Diversity service standards reflect our commitment to ensuring that all customers receive equal access to services.
· We will ensure that customers receive equal access to services irrespective of age, race, sex, disability or sexual orientation.
· We will ensure all staff are trained on equalities and diversities issues and ensure they are equipped to deal with customer’s special needs.
· We will offer an interpreting service to all our customers who have difficulty communicating in English or British Sign Language.
· We will make leaflets and information available in large print, on audiotape, in Braille or in different languages as required.
Performance
Blackpool Coastal Housing aims to achieve the highest standards of service through consistently attaining top quartile performance (performance which meets or exceeds that of the top 25% of housing organisations in the country).
The performance service standards reflect our commitment to openness and transparency in reporting performance against targets to customers.
· We will monitor service and performance information and publish results in our newsletter, Local Housing Offices and on the Internet.
· We will publish performance against complaints quarterly.
· We will publish an Annual Performance Report to all our tenants.
· We will survey all tenants and residents groups every 3 years.
Right to Buy
Blackpool Coastal Housing shall work with Blackpool Council in administering the Right to Buy and shall be the first point of contact for applications and general queries relating to the purchase of houses and flats from the Council.
· We will check eligibility and confirm if you have the Right to Buy within 4 weeks of applying. If your application is refused, we will let you know the reason for refusal and inform you of your appeal rights.
· If you are eligible to buy your property, you will receive the Offer Documents (Section 125 Notice) within 8 weeks, if your home is a house and 12 weeks if your home is a flat or maisonette.
· The Offer Notice will give you the value of the property, the amount of discount you are entitled to and the price you would need to pay to buy your home.
· If you are thinking of buying a flat or maisonette we will also provide estimates of the service charges and major improvement costs for the first 5 years of your lease.
· If you disagree with the valuation you will have 3 months in which to ask for a re-determination of its value. This will be carried out by the District Valuer.
· You will have 12 weeks to decide whether or not to proceed with your purchase of the property.
· We will pass your acceptance of the Right to Buy offer to Blackpool Council Legal Services. It is expected the sale should be completed within 3 months of being passed to the Councils legal services team.
· We will send a satisfaction survey after completion of the sale asking for your feedback on the service.
Page last modified on 13 October 2008
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