	Housing Torbay Council Pearl Assurance House 101 - 107 Union Street Torquay TQ1 3DW
	housing.advice @torbay.gov.uk
	01803 208723 (tel)
	01803 208282 (fax)

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Customer Charter

Torbay Council aims to provide you with high quality services and information. The Housing Customer Charter sets out what you can expect from us and the help we need from you.

We need to hear from you if we are not achieving the standards set out in the Charter. We also welcome your comments and suggestions as to how we can improve our service to you.

We provide a professional, friendly and informative service

We will demonstrate our commitment to help you by:

listening
giving you respect
being understanding
being non judgmental

Our service will be:

fair
confidential
private

We are:

accessible
approachable
flexible

We will:

listen to your comments on our service
be willing to improve our service
ensure our staff are well trained to deliver the best possible service to you

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Answering the telephone

We will:

greet you clearly and politely
give you the name of the person you are speaking to
respond to your call within 6 rings
ensure that your phone messages are returned within 2 working days

Answering letters, faxes and e-mail

We will:

respond to your letters, faxes and e-mails within 5 working days
use plain language and avoid unnecessary jargon

Seeing us in person

We will:

ensure that visitors are seen within 10 minutes of arriving
be on time for pre-arranged appointments

Dealing with comments, complaints and compliments

We will:

record your comments and use them to improve our service
reply to any complaint within 10 working days and follow the corporate council complaints procedure

Keeping customers informed

We will:

provide useful and up to date information about our services
tell you how to get hold of information in other formats or languages, such as large print.

How you can help us.

Treat us and other customers with respect. We will not tolerate harassment, threats or verbal abuse. If you behave in a violent or threatening way, we may refuse to deal with your query or ask you to leave the office
Provide us with the information we need to answer your query

Working together for our customers

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Customer Charter

Answering the telephone

Answering letters, faxes and e-mail

Seeing us in person

Dealing with comments, complaints and compliments

Keeping customers informed

How you can help us.

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