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 e-mails within 24 hours.
- Respond to standard letters within 5 working days.
- Respond to letters or emails, regarding banding within 10 working days.
- Treat you in a fair and consistent manner, which will be sensitive to your situation and your need.
- Keep any information we have as confidential in line with our Data Protection and Confidentiality Policy.
- Provide an out of hours message service. We will return calls by the next working day.
- 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 Under One Roof membership annually.
- 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.
What if I am not happy with the service I have received?
If you are not happy with the service you have received from Under One Roof and wish to disucss this further then please click here to read our complaints policy.