Customer Service Standards - how we respond to your enquiries and needs - Raglan

• Keep you informed of all work to be carried out on your property
• Give you proper notice of when we are going to call
• Keep to our appointments

Letters and Emails - we promise to:

• Give our full contact details
• Reply or acknowledge within 5 days
• Make sure our information is correct

• Answer the phone within 6 rings
• Tell you who we are and why we are calling you
• Leave you a clear message when possible
• Check our information and your details are correct
• Not leave you on hold without your agreement
• Aim to resolve your issue immediately or get back to you within 5 working days
• Leave a voicemail message with a return date and what to do in the meantime

• Give you proper notice
• Keep to appointments
• Meet with you at a time convenient to you
• Let you know if we are running late
• Wear ID badges
• Make sure we have enough time to deal with your issues
• Give you a record of our discussion
• Visit your community on a regular basis to ensure that it is safe and provide an opportunity to speak to us