Customer Services
Customer Services
Customer Services Opening Hours
Monday 8.30am - 5.00pm
Tuesday 9.00am - 5.00pm
Wednesday 8.30am - 5.00pm
Thursday 8.30am - 6.00pm
Friday 9.00am - 4.00pm
Saturday 8.30am - 12.00pm
Reception
Monday to Friday 8.30am - 5.00pm
Tel: - 0800 111 6447 from a landline
0300 333 6557 from a mobile phone
Fax: - 01354 660545
The Customer Services Team are the first point of contact at Roddons. All of the Customer Service Advisors are trained to answer a range of enquiries on behalf of the other teams here at Roddons:
Income
- Take payments
- Advise weekly rents, amounts due (rent balance) and set up arrangements
- Set up Direct Debits & send out Standing Order Forms
- Request Refunds
- Former tenant arrears
- Print Rent Statements
- Make referrals to our Financial Inclusion Officer
- Send out Rent Cards
- Provide information about rent increases
Allocations
- Advise how the Choice Based Lettings System (Home-Link) works
- Inform how to apply for housing
- Place bids on behalf of applicants who are unable to use the alternative options
- Sign post to different organisations where appropriate e.g. Housing Options
- Offer information in relation to Mutual Exchange/House Exchange and how to apply (existing tenants)
- Provide information in relation to the Easy Move Scheme for existing tenants
Neighbourhoods
- Use calendars to check the availability of Neighbourhood Officers
- In the event that the Neighbourhood Officer is unable we will put through a service request for a call-back
- Logging new Anti Social Behaviour cases
- Send out Termination Forms
Repairs
- Offer advice in order to resolve small repair problems
- Book repairs and inspections for larger jobs
- Provide the customer with a job reference number
- Send out a confirmation letter to confirm the repair appointment, usually the same day
- If for any reason we are unable to give a repair appointment over the phone, the customer will be contacted by the relevant department
- Provide a flexible repairs service asking tradesmen to avoid school runs if appropriate and will always try to meet other requests
- Customers can raise a repair via the Roddons website, by letter, by telephone or by visiting the office
- Book a gas recommission and servicing of appliances
- Take referrals for the Gardening, Decorating and Handyman Services
- Take referrals for Aids and Adaptations within the home
Asset
- Send out Structural Alteration Forms
- Check eligibility for Decent Homes programmes e.g. replacement kitchen
- Request that a tenant is put on a running programme for fencing, driveways etc
Reception
- We will attempt to resolve your query at the first point of contact
- If we cannot, we will endeavour to make sure that customers are seen within 10 minutes of arrival without an appointment
- We have a computer in reception which can be used by customers to self service their housing applications
- We can provide advise and information on the bidding process
- We can book repairs and inspections
- We have a private interview room available if you have a sensitive issue to discuss
General
- We take complaints, compliments and comments on behalf of all teams.
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