Customer care

Our customer care policy is designed to ensure that all our residents receive prompt attention when contacting Mole Valley Housing Association, and are satisfied with our service.

We will:

Face To Face

We will not keep you waiting for longer than 10 minutes before you are seen by a member of staff, if you do not have a booked appointment

Telephone

We will always try to answer your calls within 30 seconds and give you the name of the person you are speaking to. In order to improve our service we are aiming to answer your call within 20 seconds. The longest you should ever have to wait for your call to be answered is two minutes.

Voicemail

Sometimes it is not possible to answer your call in person. Voicemail is used when there is no staff available to take your call. The voicemail message will tell you if the member of staff will be away from the office for more than 2 working days and give details of anyone else who can help you immediately. We will reply to voicemail messages within 1 working day.

Letters/Fax/Email

We will provide a response to letters, faxes and e-mails that require a response within 10 working days.

We will also ensure we:

Treat you with respect and offer a friendly and polite service
Provide offices that are clean, tidy and comfortable
Provide offices that are accessible to wheelchairs and pushchairs where practical
Arrange to visit you if you need to see us and cannot get to the office
Provide private interview space or book an appointment if appropriate
See you at the time of your appointment
Provide services to help you if you have any special requirements
Offer an interpretation service through Language Line if English is not your first language
Offices and services available 8.30am until 5.00pm as a minimum
Arrange for a signer or interpreter if you need one for your appointment and you tell us in advance
Reply to your letters and e-mails within 10 working days in a way which answers your queries
Have up to date voicemail messages that are checked every day
Make sure our services are easily accessible, understandable and available to you
Use plain English or other languages where needed
Provide a 24 hour emergency service 365 days a year
Provide up to date information on our web site and in our reception area
Give help with filling in forms
Consult customers regularly about our standard of service