Customer Charter

We want to give you the best service we can, so we’ve made a list of the things that we’ll always do when you need our help. We call it our Customer Charter and it means that we will:

  • Always be polite, helpful and approachable
  • Wear name badges at all times so you know who you’re speaking to
  • Answer your call as quickly a possible
  • Help you at the first point of contact, and if that person can’t help, we will get someone who can
  • Return telephone calls the same day, or the next working day if you call us in the afternoon
  • Respond fully to all letters within 5 working days, or within 10 working days for complex enquiries
  • See you on time when you have an appointment
  • Offer appointments for all home visits
  • Make sure that you can contact us simply and quickly
  • Treat you like an individual

All we ask

We will always do our very best to help you as fast as we can, all we ask in return is that you:

  • Are polite and courteous to our staff and contractors
  • Are patient if the office is busy
  • Let us know in advance if you can’t keep an appointment
  • Tell us if we don’t meet our service standards

Treating you fairly

It is important to everyone at Willow Park Housing Trust that we treat you with respect. We want you to enjoy living in your home and being part of the community. We will always try and treat you fairly:

  • When we write to you, we will use everyday English and avoid jargon
  • When you write to us, we will always reply within 5 days, even if we need a little more time to answer your question or solve your problem.
  • When you visit our office, we will make sure that you are able to see someone the same day if your enquiry is urgent. You won’t have to wait more than 10 minutes to see the Duty Officer, unless they are already helping someone else.
Customer charter