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Customer Service Standards

To ensure we provide excellent customer service we have set a series of Customer Service Standards:

  • Visitors will be greeted courteously within 30 seconds of arrival in reception, where possible.
  • Visitors will be advised of waiting times, which should not exceed five minutes.
  • We will answer routine correspondence within five working days. Where the matter cannot be resolved within five working days an acknowledgement will be sent within three working days, with an indication of when a reply can be expected.  This will be no longer than 10 working days.
  • We will answer the telephone within four rings (10 seconds).
  • We will answer all telephone calls with the greeting: ‘Good morning /good afternoon, Gedling Homes …………… speaking. How can I help?’
  • All telephone messages will be returned within two working days.