Who we are

Customer Care Service Standard

To enable you to contact us, we will:

  • Provide an Emergency Repairs service 24 hours a day, 365 days a year
  • Provide a contact centre ‘Ascham Direct’ on 020 8496 4197
  • Open our Cedar Wood House reception from 9am to 5pm on Mondays to Fridays
  • Open our Billericay office from every first Tuesday of the month
  • Provide a comprehensive website with online reporting forms
  • Provide email addresses for customers to contact staff.

 

When you contact us, we will:

  • Answer the telephone within seven rings, telling you who we are and asking how we may help you
  • Ensure that another staff member assists with your enquiry or takes a message if the member of staff you are calling is not available
  • Get back to you the same day if you call before 1.00pm and by 1.00pm the following day if you call after 1.00pm
  • Respond to your letters and emails within 10 working days
  • Respond to formal complaints within 10 working days
  • Keep you informed about the progress of any complaints you make.

 

When visiting your home, we will:

  • Carry a photographic identity card with a contact telephone number for confirmation
  • Treat you and your home with respect
  • Offer appointments for home visits to vulnerable and elderly residents
  • Contact you as soon as we can if we are unable to keep an appointment and rearrange it.

 

In carrying out our duties, we will:

  • Treat all customers fairly and according to their needs
  • Be polite and professional when dealing with your enquiry
  • Seek your views and comments about improving your services
  • Apologise if we make a mistake
  • Aim to correct mistakes as soon as possible and aim to learn from our mistakes and advise you what actions we are taking to rectify the mistake.
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