Under One Roof service standards
The Under One Roof team will...
- Let you know who you are speaking to.
- Be prompt, polite, helpful and well-informed.
- Answer the phone within 5 rings.
- Respond to standard emails within 24 hours.
- Respond to standard letters within 5 working days.
- Respond to letters or emails about which band you are in within 10 working days.
- Provide an out-of-hours message service. We will return calls by the next working day.
- Process your application within 10 working days of receiving all of the required information.
- Process your change of circumstances information within 10 days of receiving the required information.
- Treat you in a fair and consistent manner, which will be sensitive to your situation and your need.
- Deliver all services in line with our Equality and Diversity policy.
- Keep any information we have as confidential in line with our Data Protection and Confidentiality Policy.
- See you in your own home if you are unable to visit one of our local offices or access points.
- Give you full reasons in writing and the right to appeal if you cannot be placed on the membership list.
- Review every membership annually.
- Publish results of recent lettings on a regular basis.
- Welcome feedback about our services and give you every opportunity to comment.
The Under One Roof team is available between 9am and 5pm, Monday to Friday.