Customer Services Service Standards
This service standard sets out the service that you can expect from Derwentside Homes’ Customer Services.
When you are in contact us we will:
- Provide Customer Services’ Officers to respond to your call between 8.30am and 5pm Monday to Friday;
- Answer your call within 60 seconds;
- Answer 95% of calls;
- Return an answer-phone message the same day;
- Tell you the name of the organisation and the person dealing with your call;
- Provide a 24-hour emergency repairs line;
- We will respond to your complaint or compliment within 15 working days;
- Respond to letters and emails within 7 working days;
- Respond to website enquiries within 5 working days;
- Carry identification at all times.
