Customer relations

Our vision is to get 'service right, first time'. However, we realise that sometimes things can go wrong. If you've received anything less than excellent customer service from us then we want to hear from you. We have a complaints procedure in place should you ever feel unhappy with the service you have received, and at all points of our complaints process we will endeavour to provide you with an excellent service.

 

In this section of the website you can:

• Discover what Area Managers, Community Managers and Community Rangers do.
• Find a point of contact.
• Request a call back - We'll call you back at a time convenient to you
• Make a complaint - You can make a complaint online here.
• Make a compliment - If you're pleased with the service you've received from us, we'd love to hear from you!
• Read our complaints procedure.
• Read our service standards.

 

What do Area Managers do?

Area Managers are responsible for managing the customer services arm of their area - the front line service for existing Flagship customers and those people wishing to become customers. They manage the processes of void and re-letting of properties in accordance with our moving home service standards, and lead their team in dealing with issues relating to compliance with our tenancy conditions – particularly in regard to matters of anti social behaviour.

Area Managers also encourage Community Managers to get involved with our customers, while working with customers and other agencies to respond to any support needs. They also play a role in reviewing our service standards regularly.

 

What do Community Managers and Community Rangers do?

Our Community Managers are responsible for all frontline services connected to the tenancies of our customers. These include

• Tenancy sign–ups
• New customer visits
• Anti social behaviour
• Repairs
• Decoration schemes for the elderly and vulnerable (Flagship Kings' Forest customers only)
• Gardening schemes for the elderly and vulnerable (Flagship Kings' Forest customers only)

 

Community Managers visit each area regularly and are responsible for ensuring that tenancy conditions are being met and gardens are kept clean and tidy.

Community Rangers work hard to help keep communal areas clean and tidy; help with minor repairs to customers’ homes and help with the development of Flagship's Customer Club.

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Last updated: 24 August 2010