CUSTOMER SERVICE STANDARDS

Our Aims We aim to give the best possible service to all our customers. We aim to maintain an effective business relationship with all our customers. To achieve these aims we are committed to providing: A customer-centred service, which listens and responds to our customers’ needs. A high quality service, setting out the standards which our customers can normally expect from us. Clear lines of communication for our customers to use when they are dissatisfied with MHA’s services.

Our Reception Service The reception service will: Answer your call within 6 rings See you within five minutes of your arrival and contact the relevant person who will be able to help you. If the person you need to see is out and no one else can help, we will take a message and get back to you within 2 days. It is in the reception area that visitors often get their first impression of our organisation. In our reception area we will provide a clean, warm reception area with seating and useful information and advice leaflets. Our reception service will be open and staffed from 9.00 a.m. until 5.30 p.m. Monday to Thursday and 9.00 a.m. until 5.00 p.m. on Friday. Other Arrangements If requested, we will arrange for you to speak to someone in a private interview room, or arrange for an appointment for you to be seen by the officer who is unavailable at the time of your visit. We will arrange for someone with the appropriate language skill to see you, where possible, if you are not fluent in English.

Dealing with Your Letters If you write to us we will: Acknowledge all correspondence within 7 working days, where required. A full reply will be sent to you within 14 working days unless the issues raised are complex and require longer time to resolve. If this happens, we will write explaining the delay and indicate how long a full response might take. Telephone you in response to a letter if this means we can reply to you more quickly Ensure that all our letters are clear and written in plain language Ensure that all our letters include the author's name, a contact address and telephone number In addition, we will be happy to offer an explanation or to arrange for translators if you do not understand letters or notices sent by us.

Service Guarantee We will: Always treat you with respect and offer a friendly and courteous service. Answer your letters and telephone calls promptly. See you punctually when you visit our offices. Take note of any feedback you give in terms of the services we provide. Make an appointment for you to see a member of our staff at a time that suits you, where mutually convenient. Do our best to help you to get what you need. Keep you informed about any of our services which affect you. Treat all people fairly. Listen to your problems and explain what services we can offer and how quickly we can act to help you. Do the best we can at all times.

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Manningham Housing Association, a specialist housing association providing accomodation for large families and diverse minority communities in Bradford and Keighley, West Yorkshire, promotes tenant involvement and regeneration of local communities in addition to providing development of new homes and services to meet the housing and support needs for the community.
Contact us for enquiries, search our available homes, view our site map or fill out an opinion survey today.