Service Standards
Midsummer’s Commitment to Service Excellence
Achieving excellence in customer service is one of our key corporate goals and monitoring our performance against service standards is one of the ways we measure our progress towards that goal.
Also, setting out what our customers can expect from us in terms of standards of customer care plays a key role in our commitment to them.
Shown below are the service standards chosen by our residents and we are confident that all staff will commit to meeting the challenge they represent to us.
We will report performance against the standards to customers and the Midsummer Board on a quarterly basis and where we fall below the expected standards, we will advise the action that is being taken to put things right.
If you have any comments regarding these Service Standards or if any time the service you receive falls below the level expected, please contact my team at mail@midsummer.org or 01908 609558.
Philip Sullivan – Director of Customer Services
Customer contact – we will:
1. Treat all our customers courteously, fairly and with respect – aiming to achieve a minimum of 95% satisfaction.
2. Answer your telephone calls within 20 seconds.*
3. Acknowledge all written correspondence including complaints within three working days of receipt and provide a full response within 10 working days of receipt.
Where we receive e-mails to our general service e-mail addresses we will reply before the end of the next working day.
4. Return all telephone messages before the end of the next working day. (Although it may sometimes take longer to deal with the matter fully)
5. Our staff and contractors will always give you their name and show you their identity badges when visiting customers’ homes.
Keeping customers informed – we will:
6. Provide our residents with a magazine at least three times a year.
7. Provide a wide range of information for all of our customers. Information leaflets will be available in a minimum print size of 11 point and will be available in other languages, audio tape or Braille upon request. Signer and interpreter services will also be available upon request.
8. Publish information on how we are performing against our service standards and other performance information on a quarterly basis. We will utilise our website, offices and resident magazine as a means of doing this.
Ensuring we provide quality services - we will:
9. Regularly test the quality of service that we provide, by the use of Mystery Shoppers.
Ensuring residents are involved – we will:
10. Give all our residents a number of opportunities to influence the way we provide our services.
*performance will be measured on our main service lines – reception, sales & repairs
