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Service Standards What you can expect from Luminus Customer Service
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Customer Service Service Standard

Mar 16, 2016

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Customer Service Service Standard
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Page 1: Customer Service Service Standard

Service StandardsWhat you can expect from Luminus

Customer Service

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Customer Service

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Our 2020 Vision: The Road to Renewal is a focus on

positive change that transforms our communities

to mend “broken Britain”. Since March 2000 we

have been building a team of people who, daily

inspired in their work, seek consistently to give

excellent service to our customers. This energises

our residents, business partners and the wider

community and helps us all find a sense of purpose,

hope and fulfilment. As we change, transformation

occurs and a brighter future becomes reality.

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Our Customer ServicesLuminus Group always aims to provide the highest quality customer focused services

Our StaffLuminus Group employees and contractors working on our behalf will:

Be professional and courteous at all times•Respect your privacy, confidentiality and •handle all data sensitively, in accordance with data protection guidelinesExplain the nature of their visit or •telephone callDress in an appropriate way and wear a •uniform, as requiredBe recognisable, wearing name badges at •all times and giving a name when answering the telephoneShow identity cards on arrival at your •home.

Staff TrainingWe will ensure that all staff receive regular Customer Service training, and other related courses, including Diversity Awareness, so they understand the Luminus commitment to excellence, and how to aim for this standard every time.

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Communicating with youThere are many ways for you to contact •us. We will ensure that everyone is able to get in touch with us and use our services in a way which suits them bestWe will ask all our customers which type of •communication they prefer when they become our tenant, and also through surveys which we will carry out from time to timeWe will provide documents in different •formats, for example large print, braille, languages other than English, audioWe will provide translation services to •people who need to talk to us in personWe will communicate with you in sign •language, upon requestWe will provide training to our staff on •textphone (minicom) servicesWe will make sure our website is •accessible to people with different communication needs.

Need assistance in communicating with us? Please call 01480 428707 or 428708 and we will be pleased to help.

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Giving you informationWe will provide information in a clear and •concise way, using plain language and avoiding the use of jargonWe will keep you informed of all key issues •affecting you as a customer. We will do this through Luminus News (our newsletter), our website, letters, leaflets and in other ways, such as meetings or events.

Our Working Hours:Luminus Group staff will be available from •9am-5pm, Monday to Thursday, and 9am-4.30pm on Fridays. (Please note that if you wish to speak to a particular staff member, it is advisable to make an appointment before visiting the office.) For general enquiries during office hours call 01480 428777An out-of-hours emergency service is •provided for repairs that cannot wait until the next working day and require emergency action. The out of hours number is 020 7540 9820. The situation will be made safe and if further work is required, this will be carried out at a later date. Our Service Standard ‘Carrying Out Repairs to Your Home’ provides more information.

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Visiting Your Home:We will ensure that visits to your home •take place during the working day, at a reasonable time. If it is necessary to visit out of office hours, this will be done by appointmentWe will not visit older, or vulnerable people •after dark, unless an appointment has been madeWe will try to be on time for all •appointments.

Handling Your Telephone Call:We will aim to answer your call within 30 •secondsWe will answer the telephone in a friendly, •polite and professional manner We will train staff so they know who the •best person is to handle your enquiryWhere the enquiry cannot be dealt with by •Luminus we will try our best to direct you to the organisation which will be able to helpWe will return your calls if we say we will •and give you a timescale for calling you back.

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Visiting the Luminus Offices:We will ensure our offices are accessible to •all visitors, including people with a disabilityWe will welcome visitors in a friendly, •professional mannerWe will ensure the offices are clean, tidy, •welcoming and comfortableThe reception areas will hold a stock of •helpful pamphlets, posters, leaflets and other informationWe will offer you private interview facilities •if your enquiry is confidential.

Dealing With Your Comments, Enquiries and ComplaintsLuminus aims to provide the highest quality services at all times but we recognise that we do not always get things right. We want to doeverythingwecantofindoutifsomethinghas gone wrong and to put things right.

When you are particularly happy with a service please tell us so that we can make sure we do it again for other customers – we will also be able to say a personal ‘thank you’ to the team or member of staff involved.Please give us your comments by contacting us using any of the methods listed later in thisleaflet.

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What is the first thing you should do if you are unhappy with the service you have received

Our dedicated Customer Services Team are here to help. Please contact them by either:

Calling the team direct on • 01480 428664 to give us your comments or make a complaintCalling any other Luminus number, where •you will put through to our Customer Services TeamComing in person to our offices at Brook •House Completing an ‘Online feedback’ form •which you can access through our website at www.luminus.org.uk, or send an email to [email protected] your issue in writing to us at •Luminus Group, Brook House, Ouse Walk, Huntingdon, PE29 3QW. Completing a Complaints, Comments and •Compliments Form – available to download from our website or by requesting one by phone, or in person.

Our experience tells us that most enquiries can be dealt with immediately, by for example, telling you when a repair job is scheduled, or advising you to speak to a Neighbourhood Officer to deal with a neighbour or tenancy

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issue. In some cases we may advise you to contact another organisation. For example, many enquiries we receive can only be dealt with by the local District Council.

If your enquiry is a Luminus matter and our Customer Services Team are unable to give you an answer straight away they will forward your enquiry to either the Head of Maintenance Services, Head of Neighbourhood Services or Head of Customer Services.

We will acknowledge your enquiry within five working days. We will tell you who will be dealing with your enquiry.

Our Heads of Service will make sure your enquiry is dealt with quickly and effectively. A member of their team will contact you within a further ten working days to tell you what the outcome of your enquiry was. We may contact you again in the future to ask for your views on how well we dealt with your query.

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What if I am unhappy with the way my enquiry was handled?We will do everything possible to answer your enquiry to your satisfaction. In some cases you may not be satisfied with the outcome and you may wish to make a formal complaint about the service you received.

What do we mean by a complaint?We define a complaint as dissatisfaction with the standard of service or with the action (or lack of action) by our staff or contractors. Please note we will not investigate events that have occurred more than three months previously.

Who can complain?Anyone receiving our services can complain to us.

What we don’t treat as a complaintA request for information or an explanation •of our policies or proceduresAn initial request for a service or report of •a neighbourhood problem such as anti- social behaviourIssues which are the responsibility of •another organisation or authority (for example, street lighting)

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A repair issue which is covered under the •‘Right to Repair’ (please see your Guide for Tenants for more information).

Persistent Complaints A persistent complaint is where:

The same matter is referred to us which •we have already reviewed at stages one and two of our complaints resolution process, and has also been investigated and concluded by the Housing Ombudsman ServiceThe subject of the complaint is regular, •repeated and trivial in natureThe complaint and issues around it result •in unreasonable amounts of communication and contact. For example excessive, unreasonable, or unnecessary demands or letters, telephone calls, emails, text messages, faxes, office visits or approaches outside the office.

Where we consider that a complaint falls into any of the above categories, we will not investigate it any further. Where this is the case we will inform you in writing.

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How the complaints resolution process worksOur formal complaints resolution process consists of two clear stages that allow your complaint to be dealt with as effectively as possible.

Stage One Your complaint will be independently •investigated by a member of our Performance Review TeamWe will aim to acknowledge your complaint •in writing within five working days.We will advise you of the name of the •person dealing with your complaint and the individual reference number your complaint has been given We will aim to send out a detailed •response within a further 21 working days.

In some cases, where the complaint is of a particularly complex nature, it may only be possible to provide a partial reply after 21 days. If this is the case, we will continue to provide you with regular updates until a decision has been reached.

If you are not satisfied with the outcome at stage one, let the Performance Review Team know and your complaint can be considered at stage two.

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Stage Two There are two options for how your complaint can be considered at stage two of the process.

Option 1 - Investigation of your complaint by an Executive DirectorWe will aim to acknowledge your request •for the matter to be reviewed in this way within five working days of you telling usWe will then aim to contact you again with-•in the next 21 working days to inform you of the progress of the review carried out by the Executive Director.

Option 2 - A hearing with the Luminus Complaints Panel• The Complaints Panel provides an opportunity to meet with a small group of residents who will consider the complaint. The Panel will either uphold or dismiss the complaint.• Once you have told us of your decision to have your matter reviewed in this way we will aim to inform you of the date and time of the hearing within 10 working days• Your personal hearing must take place within three months of you informing us that you wish your complaint to be reviewed in this way• Personal hearings will take place at Brook House,Huntingdonduringofficehours

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Housing Ombudsman ServiceIf, after you have gone through the two stages of the complaints resolution process you still feel that your complaint has not been resolved to your satisfaction, you can refer the matter to the Housing Ombudsman Service where your complaint will be reviewed independently.

The Housing Ombudsman Service will consider your complaint against Luminus if you are a tenant of Luminus, if you are an applicant for a property owned or managed by Luminus, if you pay a service charge to Luminus or if your complaint has already been considered by us through our two stage complaints resolution process. The Housing Ombudsman Service will also consider a complaint from people who are acting on behalf of one of the above.

The address for the Housing Ombudsman Service is:

Housing Ombudsman Service 81 Aldwych London WC2B 4HN

Luminus will abide by the final decision of the Housing Ombudsman Service.

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Remedy - Putting things rightIf we find that a failure of service has occurred, we will attempt to put things right. We will aim to ensure that a positive and mutually acceptable outcome is arrived at. The remedy will differ depending upon the type of complaint. A remedy might, for example, take the form of a written apology with an explanation about what has happened. In certain circumstances, some form of good-will payment might be appropriate.

It is recognised any payments we make to you may not always be financial but could be to provide replacement items, such as objects that may have been damaged. In all cases, it is the intention of Luminus to learn from any mistakes made and to ensure that they do not happen again.

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Asking for your viewsWe will regularly ask customers for feedback on the level of customer service we provide.

We will do this through:Surveys•Mystery Shopping activities•Luminus New Editorial Panel•Meetings and focus groups•Community events.•

It is important that people continue to respond to survey requests, as we consider this to be a valuable method of expressing concerns about services received. We will continue to use feedback from satisfaction surveys to improve services. Look out for more information in Luminus News, on our website or our Service Standard ‘Getting Involved’.

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Measuring performance: We will continuously monitor our performance in reaching the standards set out in this leaflet. Our monthly performance targets will be:

We will aim to answer 90% of telephone •calls within 30 secondsWe will aim to lose no more than 5% of •telephone calls as a result of them being abandoned by the callerWe aim to achieve at least 90% •satisfaction levels with the way Service Centre staff handle repair calls.

Every three years we carry out a customer satisfaction survey of all our tenants and leaseholders. In 2007 88.2% of people found Luminus staff helpful the last time they had contact with us. Our aim is to improve on this satisfaction level the next time we carry out the survey, in 2010.

We will record all queries and complaints about the way our services are provided. We will provide monthly reports for our teams which deliver these services, and we will report this information to our Board four times a year.

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We will also report how we performed in dealing with queries and complaints within the timescales set out in this leaflet.

We have set targets for achieving these timescales. These are:

Dealing with your enquiryWe will aim to acknowledge 90% of •enquiries within five working days We will aim to provide an update on at •least 90% of enquiries within ten working days.

Dealing with your complaintWe will aim to acknowledge 95% of stage •one and stage two complaints within five working daysWe will aim to provide updates for stage •one and stage two complaints every 21 days, until the matter is resolved. Our target for achieving this is 95% of all casesWhere you have requested a personal •hearing for your stage two complaint, we will aim to inform you of the date in writing within 10 working days of you requesting the hearing. Our target for achieving this is 95% of all relevant cases

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Where your stage two complaint has been •reviewed by a personal hearing we will tell you about the outcome in writing within 10 working days, for at least 95% of all relevant cases.

We will work with customers to review our Service Standards each year, to ensure we continue to meet them and to look at how we can improve services for the future. If you would like to be involved in reviewing our Service Standards please call our Performance Review Officer on 01480 428728.

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Luminus Group • Brook House • Ouse Walk • Huntingdon • PE29 3QW T: 01480 428777 • F: 01480 428555 • [email protected] • www.luminus.org.uk

For a copy of this leaflet in large print, audiocassette or in another language call 01480 428707

01480 428707

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For a copy of this document in large print, audio or in another language call 01480 428707

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