Customer service standards
We believe customer service should be the core of our business, we have developed the below customer service standards outlining the service you should expect from us. We have split the standard into 6 different sections. Click on the below section to find out more information.
Ways we can communicate | The service you can expect |
Email
To report a non emergency repair - repairs@cornerstonehousing.net For anything else - mail@cornerstonehousing.net |
|
Telephone
To report a repair is option 1 |
|
Website |
|
SMS (text)
Sent message to 07491 163432 Start your message with: |
|
In writing
You can write to us at: |
|
Face to face
We don’t have an office open to the public but we’ll see you face to face when we are out in your area or visiting you for an appointment.
|
|
The service you can expect | |
Emergency
This is something which has the potential to:
|
|
Routine These are non-emergency issues and they will be assessed and prioritised based on the type of issue being reported, the level of inconvenience to you and your individual needs. |
|
Servicing This includes statutory and regulatory requirements such as gas and electrical safety checks etc. and other health and safety works that are required to keep people safe. Failure to regularly complete such safety checks may put you, your neighbours, our staff and Cornerstone’s property at risk. |
|
Planned or regular maintenance
This work is not required to be completed immediately, but is required to keep the property in long-term good order.
It includes things like:
|
|
We have a wide variety of ways you can give us feedback, below are the different routes you can take.
The service you can expect | |
Compliments, concerns and complaints
We have a dedicated process and charter for handling feedback which can found on our website. |
|
Customer surveys
We use a variety of customer surveys to gather your feedback on how we are doing. |
|
Resident Engagement Panel
This panel is made up of volunteer tenants who scrutinise our performance and conduct reviews of our services to you. |
|
Customer newsletter
This is an information and advice newsletter. Click here to view |
|
Annual report to customer
This is an annual report to customers which lets you know how we have been doing at providing services to you, what you think of us as your landlord and how we have spent our income from your rent. Click here to view |
|
Tenants Handbook
This is a document that provides you with information about your home, tenancy and services. It details what you can expect from us and what we expect of you as a tenant. Click here to view |
|
You can expect the following from us:
- we will be respectful, polite and professional
- we will not discriminate against you
- we will introduce ourselves with a hello and tell you who we are
- we will show you our ID when visiting you, you should feel comfortable asking to see this if it isn’t shown
- we will be respectful of the specific needs of your household when visiting or completing works in your home
- we will clean up after ourselves when we complete work in your home
- where possible we will communicate with you using your preferred method
- we provide information to you in alternative formats and languages to suit your needs
- we will handle your data carefully and in accordance with the law and our privacy statement
- we will communicate with your representatives, where we have your consent to do so
- we will not visit your home unless there is an adult present
- we will refer you for support or further advice where think you may benefit from it
- we will liaise with other agencies, where we have concerns about your safety or wellbeing, or that of your household member, in accordance with our safeguarding procedures and privacy statement. We will normally talk to you about this first
- we will ask your permission to enter your home or garden unless there is an absolute emergency
We expect the following from you:
- that you keep to the terms of your tenancy
- that you let us in when we need to complete repairs or safety checks
- that you act in a reasonable manner and not anti-socially
- that you are not abusive, aggressive, discriminatory, offensive, threatening or violent towards our staff
- that your home is safe for our staff to work in, this may mean we cannot do certain work until items are cleared or the property is cleaned