Customer Guarantees

Introduction

Dale & Valley Homes aims to provide the highest quality of service to our customers. To do this it is important that we set out clear and measurable guarantees for our customers, potential customers and staff.

The Customer Guarantees have been developed following a large scale customer consultation exercise and in response to customer feedback. They tell you the level of service you can expect and we should aim for.

We have developed four booklets which detail the customer guarantees, these are:

• Getting involved and communicating with you
  
• Managing your neighbourhood and dealing with anti-social behaviour
  
• Allocating homes and managing your tenancy
  
• Providing decent homes and improving the repairs service
  

The booklets are also available from our customer contact points which are:

• Dale & Valley House South Church Enterprise Park
• Civic Centre at Crook
• Weardale Hub at Stanhope

Putting things right

We always try to provide the best service we can and meet the standards we have set. However, if you are not happy with any part of the service you receive, you should contact your local Dale & Valley Homes office or our customer involvement team.

We will send you a survey from time to time about the services we provide to see how satisfied you are and to identify any areas of weakness. Please tell us what you think of the services we provide. Your comments will help us go on improving.