Posted on: May 9th 2024   •    Posted in: General News

Our customer service standards

In October 2023, we launched our One Common Goal campaign, which laid out a set of commitments our technicians make when they enter your home to carry out repairs. We’ve put these commitments in place to ensure that you, our resident, always comes first, and you know exactly what to expect.

Since then, we’ve spent some time reviewing what good customer service looks like. This included looking at our complaint themes and other feedback from you.

We’ve looked at what we do well, and where we have room for improvement. From this, we’ve created our new customer service standards, that are consistent across all our teams.

Amy St Ledger, our assistant director of customer and housing services explains:

“Listening and acting on feedback we get from you is at the heart of everything we do here at Havebury. In response to feedback and survey responses, we will be introducing some new, consistent service standards. These will come into effect from May 2024 and will apply to all teams. We will be closely monitoring our performance against these service standards and sharing this with you.”



Our commitment to you

  • We are a trusted provider of good-quality homes and services.
  • We will demonstrate our values of respecting, engaging, and fair in everything we do.
  • We will always be honest and manage your expectations.
  • We’ll do what we say we will and hold ourselves accountable.
  • If we don’t know the answer to your query, we’ll let you know who can help you and when they’ll get in contact with you.
  • If you email us, we will send you an acknowledgment within 24 hours and respond within five working days.
  • We will communicate with you via your preferred method of contact. For example, via email or over the phone.
  • We’ll use plain English when communicating with you and avoid jargon.
  • We’ll ensure our services are accessible and easy to use.
  • Using the information, you provide; we’ll make sure our communications are tailored to your requirements. For example, translating our letters into your preferred language or printing in large print if needed.
  • We’ll wear branded clothing when we are out and about in our communities or visiting you at home We’ll also always carry ID badges on us, so you know who we are.

All our team members have had customer service training ensuring that we are in the best position possible to deliver on the commitments above.

Response timescales

We previously asked you for your for feedback around our response times when you call our email us.

  • 40% of you told us that a reasonable time for us to answer the phone was between one and three minutes.
  • 35.6% of you told us that a reasonable time for us to reply to your email is between two and four working days.

From this feedback, we are committed to the following response times.

  • If you call us, we will answer the phone within three minutes. If you have requested a call back this will be completed within two working days.
  • If you email a team, you will receive an auto-acknowledgement. A further response will be sent within five working days.
  • If you email a specific person, you will get an acknowledgement within 24 working hours and a response within five working days.
  • Calls will be transferred to voicemail after 10 minutes. All team mailboxes will have a voicemail message that includes team name, response time and what to do in an emergency.

We understand that things can sometimes go wrong. If you are unhappy with the service that you have received from us, please let us know so we can put things right. You can find more information on our complaints process here.

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