Performance matters

Medway Council Housing Services is committed to providing excellent customer service by putting customers at the heart of everything it does.

The department 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 set out the level of performance that staff are committed to meeting and reflect feedback from Medway residents. The department always listens to customers and will alter these standards if that will give residents a better service.

Medway Council Housing Service is committed to providing excellent Customer Service, by putting its customers at the heart of everything it does.

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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