Tenant involvement and empowerment standards
This area cuts across all aspects of Salix Homes and covers standards relating to customer service, customer involvement, equality, accessibility, and diversity.
Our Customer Charter
We are committed to providing you with an excellent customer experience whenever you use our services. We are also committed to understanding your needs and aspirations, and tailoring our services around your priorities.
You should expect all services provided by Salix Homes to meet the following standards at all times:
- We will consult you in planning and agreeing any changes to the services you receive before they occur.
- We will use any profiling information you have supplied to us to deliver our services according to your needs.
- We will provide you with impartial and accessible services, regardless of your individual circumstances.
- We will ensure you have access to up to date information on what you should expect from our services.
- We will seek your feedback every time you receive a service.
- We will ensure our offices and reception areas offer equal access to services for all our customers.
- We will provide an out of hours emergency telephone service when our offices and Salix Direct are closed.
- We will offer a flexible range of appointment options when we need to visit your property or you request a home visit.
- We will ensure our staff and contractors show identification when attending your property. We will also ensure contractors are uniformed.
- If you are out when we visit, we will leave a card with details of the time we called and the name and telephone number of the officer you should contact.
- We will investigate all complaints and expressions of dissatisfaction you give to us and give you feedback within the following timescales: We will contact you within 1 working day to discuss it; We will update you on progress within 5 working days; We will provide you with a full written response within 10 working days.
- We will accept complaints in writing or verbally, and in English, Braille or any other community language. We will also accept complaints from anyone that you tell us is authorised to act on your behalf.
- We will publish a newsletter every quarter, which we will produce in partnership with customers. 14 We will ensure all our written information is in Plain English.
- We will provide information in large print, Braille or audio tape on request. We will also provide translation services on request for customers whose first language is not English.
Getting involved - Count me in!
As our customer, we believe in putting you at the centre of everything we do. We have a range of ways for you to get involved in influencing, monitoring, and shaping the services you receive. Our menu of involvement options will ensure you are able to choose an activity appropriate to the level of time and commitment you can offer, from simply filling out a questionnaire or attending a focus group, through to inspecting our services or joining our Customer Senate.
If you are interested in getting involved but you're unsure what's required, our Customer Involvement team also provides courses and events to develop your skills and your confidence. We aim to provide training that is suitable for everyone, no matter what your background or experience.
You should expect this service to meet the following standards:
- We will provide training for customers to enable them to become more involved in influencing the services they receive.
- We will provide support to local tenants and residents associations on request.
- We will involve you in inspecting each of our services an on annual basis to ensure the services you receive meet the level of quality you expect. We will also publicise the results of these inspections in our newsletter, on our website, and in our offices.
- We will work with you to review our service standards each year to ensure they are relevant and up to date.
- We will work with you to annually review the way we involve you in monitoring our performance and inspecting our services to ensure you are satisfied and trust the arrangements that are in place.
How we are doing
You can look at how well we are meeting these standards by clicking here.
