Download Customer Service Standards PDF
How we deliver our services is extremely important to us. Believing that what we do matters and makes a difference is central to everything we do.
Excellent customer care and satisfaction are at the heart of all our services and are included in our core values. We continuously strive to improve our performance and delivery standards. Keeping our promises, providing consistently high standards and meeting the needs of our customers are our highest priorities.
We have set out below the standard of service which our customers can expect to receive. Please let us know if you don't think we are getting it right, so we can improve.
What you can expect from Mercian:
- To answer the telephone within six rings
- To respond to messages within one working day
- To acknowledge or reply to a letter within five working days
- To carry identification - this applies to our staff, as well as contractors working on our behalf
- To ensure that when repairs are required, they are completed by the target time of:
- emergency repairs - 4 hours (Health & Safety repairs)
- emergency repairs - 24 hours
- urgent repairs - 5 working days
- routine repairs - 15 working days
- To keep appointments and to call if appointments need to be changed
- To acknowledge and investigate all official complaints sensitively and confidentially and to provide a detailed written response within 20 working days.
Our promises:
- To introduce ourselves by name and provide a name in all communication
- To use a polite, courteous approach and to be informative and helpful
- To listen and take account of your views
- To provide opportunities to consult and involve our customers in line with our Customer Involvement Statement
- To provide you with information on our services and performance
- To keep your records confidential and accessible in line with our Data Protection Policy
- To endeavour to deliver our services in an environmetally positive way, in line with our Environmental Policy.
What we expect from our customers:
- To inform us if an appointment cannot be kept
- To give us access to your property to discuss matters, to inspect the property and to carry out repairs when required
- To comply with the terms and conditions of your tenancy or lease agreement
- Not abuse, threaten or harass staff or contractors
- To be polite and courteous to Mercian representative and contractors working on our behalf.
Our equality and diversity commitments:
- To treat everyone fairly
- To actively promote equality and diversity and act against discrimination
- To encourage equal opportunities within the organisations we work with
- To make information available to everyone and to arrange translation for customers who require this service
- To provide easy and flexible access to our services for everyone.