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 operations managers, community managers and community rangers do.
• Find a point of contact - Find out who is responsible for your area here.
• 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 - What to do if you're unhappy with the service you've received from us.
• Read our service standards - See what you standards of service you can expect from us. 
• Data protection - Take a look at our data protection policy

 

What do operations managers do?

Operations 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. Reporting directly to the Head of Operations, they manage the processes of void and re-letting of properties in accordance with our 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.

Operations 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

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 how customers can get involved.

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Last updated: 25 June 2012