• At Sutton Housing partnership we value our customers and aim to deliver an excellent customer focused service.

• We are committed to treating our customers as individuals with respect, dignity and patience at all times.

• Ensure that no individual or group is disadvantaged because of culture, gender od disability.

• Regularly seek the views of our customers by consultation and surveys so that we can continually look to improve our services and meet customer aspirations.

• Make it easy for you to contact us, offer help and advice and treat all your enquiries in confidence.

• Listen if you have a complaint, put things right or tell you why if we cannot. Use your feedback to improve services.

• We are committed to train, develop and support our staff.

• Review our services at least once a year.

• Because we care about our customers, we set standards that you can expect to receive from us and check these standards in the following ways.

When you telephone us:

• When you telephone us, we aim to answer your call as quickly as possible, our free phone number is 0800 195 5552 and we quickly aim to answer your call in 20 seconds. Respond to a message within 1 working day

• Alternatively, during busy periods we will give you the option for us to return your call when an agent next becomes available.

• If english is not your first language we subscribe to a company that will do translation for you. Staff will be more than happy to arrange that for you.

• We regularly use mystery shopping to monitor the quality of calls.

• The receptionist will greet you promptly on arrival and will aim to solve your enquiry, however if you need to speak to another member of staff the receptionist will take your details and ask you to take a seat.

• If you have an appointment with a member of staff, you will be seen within 5 minutes, without an appointment up to 15 minutes. If the member of staff you are waiting to see is with another client you will be kept informed if a delay is anticipated.

• For interviews of a sensitive nature we can offer three private interview rooms.

• We carry out quarterly surveys to seek your views on the Reception service.

• To meet the diverse needs of the community we offer:

  • Ramp and automatic doors to reception area.
  • Reception and Interview rooms are fitted with a loop system for the hard of hearing.
  • Dual handsets for use of the translation service.
  • Toilet facilities for the disabled.