Housing strategy and development service

Medway Council is determined to provide you with the highest standards of customer service as set out in the Customer Care Charter. The Housing Strategy and Development Service has developed a set of service standards to offer assurances to their customers as to the degree of service that they can expect to receive.

• Staff will aim to answer your telephone calls within six rings and give their name.
• If they are unable to answer your query immediately, they will ring you back on the next working day, if not before.
• If your call needs to be transferred, they will tell you to whom you are being connected.
• If you write to us by post or fax, we will reply within 10 working days.
• We will reply to you within five working days if you email us.
• We will use plain language in our reply.
• We will provide our service in a friendly, fair, consistent and transparent manner.
• We aim to ensure that our service is professional, well trained and knowledgeable.
• We aim to provide an effective service that meets the needs of customers and stakeholders.
• We will listen to stakeholders' views, value their input and use them to improve or review services.
• We will ensure that our policies and strategies are made available to customers in a variety of formats.

If you need this information in another format or language, please contact the Housing Strategy and Development Service using the details below.

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