Service Standards
We will:
- Plain English Campaign
- Write all major publications and customer letters in accordance
with the Plain English campaign
- Dealing with Complaints
- Deal with problems urgently to avoid them becoming a complaint
- Monitor complaints
- Reply in writing within 10 working days
- Telephones
- Give name and department when answering telephone
- Answer the phone promptly or divert to answer-phone if not available
- Update answer-phone message daily
- Deal with answer-phone messages daily
- Holiday Cover
- Make sure work is supervised even when on holiday
- Correspondence
- Answer letters within 7 working days
- Keep a record of letters received
- Appointments
- Provide out of hours appointments if required
- Make special arrangements for shift workers
- Identity
- Wear identification cards
- Carry business cards
- Customer Information
- Issue information leaflets for major works
- Publish information in the 'Tenants News Letter'
- Issue questionnaires on work carried out
- Publish customer satisfaction results
- Produce a Property Services booklet to be held in Reception and
Council Offices
- Consultation with Councillors, Tenant Groups and Customers
- Business Planning and Asset Management
- Specification of materials to be used and the standards expected
- Setting standards expected of staff
- Programming works
- Customer choice
- Response times for day to day maintenance
- Identify areas for improvement
- Monitor
- Customer satisfaction levels
- Appointments made by contractors
- Completion dates on inspection and jobs
- Cleaning by contractor during and after work
- Budgets, complaints, compliments, and customer views
- Letters are answered within the timescales
- Contractors
- Make sure that contractors are correctly qualified and are suitable
for the work they have to do
- Benchmark
- Compare our standards with other local and national organisations
- Contract Meetings
- Hold regular contract meetings inviting customers to attend
- Value for Money
- Make sure that work carried out gives value for money
We will make sure that our contractors will:
- Appointments
- Make appointments to suit our customers
- Identity
- Wear Identification Cards and are smartly dressed
- Quality Control
- Carry out the work correctly and in a clean and tidy manner
- Be careful of customers' personal property, that may be affected
by the work in progress
E-mail: propertyservices@dover.gov.uk
