Who we are

Customer Care

At Waltham Forest Housing, we want all of our residents to receive excellent standards of customer service.

What to Expect From Us

When You Contact Us

  • We are available on the phone from 8.00am - 6pm Monday to Friday
  • We are available to visit in person from 9.00am - 5pm Monday to Friday
  • We will answer your telephone call within seven rings
  • Call you back on the same day if you call before 1pm and by 1pm the following day if you call after 1pm
  • We will wear name badges and give you our names on the phone so that you know who you are speaking to
  • We will forward our telephones to colleagues when we are out of the office
  • We will reply to letters and emails within 10 working days
  • When we pass your enquiry on to another member of staff, we will pass on all of the details, so that you do not have to repeat it
  • We provide a contact name, office and e-mail addresses and a direct dial number in all our correspondence

 

When We Visit You

  • We will have an identity card with a photograph
  • We will have language and Braille ‘flash’ cards to help customers who do not speak English
  • Wait outside whilst you check with the Direct call centre if you are not sure of their identity
  • keep to appointment times
  • Tell you beforehand if we have to cancel an appointment

 

Informing and Consulting You

  • We will visit residents within 6 weeks of moving in
  • We provide information about our services in our Resident Information Pack, on our website and at our customer reception at Willow House
  • We provide four newsletters each year
  • We will let you know how well we are doing at providing services to you
  • We will survey residents regularly on the standard of services they receive
  • We will offer a range of opportunities for residents to be involved
  • We will consult residents as set out in the Resident Participation Compact

 

Our Communications

  • We will write in plain English
  • We will provide our key publications in the most common community languages and other formats such as audio tape, Braille and large print.
  • We will provide interpreters and British Sign Language (BSL) signers for residents with specific needs on request.
  • We will always be polite and professional and treat all customers equally regardless of ethnic background, faith, sex, sexuality or disabilities.
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