At CCHA we aim to deliver first class services to all of our customers. In line with our values we aim to deal with our customers in a professional, knowledgeable, respectful and friendly manner at all times. We also recognise that by putting customers at the heart of our service delivery and listening to their feedback we can achieve the very highest standards or customer care and work towards a culture of ‘getting it right first time’
To help us achieve these aims we have a number of customer care standards in place:
Visiting us:
- Our offices are open 9am – 5pm Monday to Friday
- By prior arrangement we can offer appointments between the hours of 8am and 6pm
- We offer private interview facilities
- If customers turn up without an appointment we aim to see them within 10 minutes
- Every visitor is informed of the waiting time
- We offer appointments
- We aim to see you within 5 minutes of your appointment
- Free internet access is available at our Norfolk House office
- All reception staff will wear a name badge
- All our staff aim to be friendly, helpful, respectful, knowledgeable and professional in line with our values
Telephoning us
- The person answering the phone will be warm and friendly in line with our telephone standard
- We aim to pick up the phone within 14 seconds (4 RINGS)
- We aim to deal with your query correctly at the first point of contact
- Direct dial numbers will be given to all customers so you are able to contact the person you wish to speak to directly
Writing to us or e-mailing us
- We aim to acknowledge all letters and e-mails within 2 working days and provide a full response within 10 working days'
- We aim to ensure the content of our letters and e-mails is straightforward, clear and in jargon free language
- We aim to ensure that the tone of all letters and e-mails is friendly, polite and respectful
Accessibility
- Our documents are available in a range of formats i.e. braille, large print, audio and other languages
- CCHA has a dedicated Minicom line for deaf and hard of hearing callers
- CCHA has a freephone number
- Our Norfolk House office is accessible to wheelchair users
- A portable hearing loop is available at our Norfolk House office
- We subscribe to Languageline and can gain instant telephone access to an interpreter
- Through Languageline we can also arrange an interpreter for customers whose first language is not English
- Wherever reasonable we can make a home visit where customers may have difficulty accessing our office i.e. through disability or mobility need
Complaints
- Complaints can be made in writing, in person, by e-mail, by telephone and through the complaints box on our website
- We aim to acknowledge complaints within 2 working days and provide a written response within 10 days
- We aim to resolve 90% of complaints by the second stage of the process
- We aim to achieve 90% customer satisfaction with the outcome of complaints
- All third stage complaints are heard by a panel which includes the complainant
Equality and Diversity
- We will treat you fairly, professionally and with respect
- We will provide all reasonable services that everyone can use to meet their need
- We will ensure that our offices offer facilities for customers with disabilities
- We will regularly review and monitor our services to ensure they provide equal opportunities for everyone
- We will continue to promote equality and non-discriminatory behaviour
