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Service standards
Housing Services is committed to providing excellent customer
service by putting customers at the heart of everything it
does.
The service promises:
“All customers will be treated fairly, regardless of race,
ethnicity, nationality, ethnic or national origin, colour,
disability, gender (including gender identity/presentation),
marital status, family commitments, caring responsibilities, sexual
orientation, age, HIV status, religious or political beliefs or
social class.”
Our service standards have been developed in consultation with
residents. They set out the level of performance
that employees are committed to meeting. The service
always listens to customers and will alter these standards in order
to give residents a better service.
Whenever you talk to Housing Services, you can expect us
to:
- provide a professional service using knowledgeable and
well-trained staff;
- be honest, polite and respectful, care about what our customers
want and give
- them clear and relevant advice;
- visit customers at home if they cannot come to us;
- give customers the name and contact details of the person they
are dealing with;
- listen to customers’ views and continually use them to review
our services;
- ensure that our policies and strategies are available in a
variety of formats, make documents easy to read and jargon free and
translate them when required;
- help customers fill in forms when they want us to;
- thoroughly and promptly investigate all complaints in
accordance with the council’s policy;
- take into account the personal and cultural needs of customers
and partners whenever we can.
We will not:
- knowingly give out incorrect information;
- be prejudicial or discriminatory, verbally or physically rude
or behave inappropriately towards you at any time or in any
way.
In return, we expect you to be
polite and respectful to staff, give us correct information and
follow the rules and regulations set by the Housing Services
Department. We also ask you to give us your name, address, email
and telephone number if you would like us to respond to any
communication you make. If you are writing on someone else’s behalf
we expect you to provide their contact details as well as your own
if this is appropriate.
We do not expect you to:
- use inappropriate language in our presence;
- be prejudicial or discriminatory towards any of our staff for
any reason;
- be verbally or physically aggressive towards any of our
staff.
Medway Council takes a serious view of any aggression towards
its staff and will take appropriate action in every case.
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