Clarion customer charter
Our service standards
Answer 80% of calls within 30 seconds.
Acknowledge all emails and letters as soon as possible but always within 5 working days.
Resolve complaints as quickly as possible and always within an average 10 working days.
Provide an update at least every 14 days for any queries that remain open.
Resolve 70% of queries during the first contact - Where this is not possible, the person who is managing the query will call you back by the end of the next working day.
Repairs appointments will be offered within 28 days unless it is an emergency.
Provide good quality homes and services
Maintain our homes and communal areas to meet the Clarion standard.
Provide an annual gas service for boilers and regular fire and electrical safety checks.
Provide easy access to our services and information about your tenancy, lease or shared ownership via the telephone and digital channels.
Offer guidance and options if you want to move, or support if you are finding it difficult to manage your tenancy.
Offer guidance to deal with neighbour disputes and work closely with other local agencies to resolve these.
Respond promptly and effectively
Deal with your query during your first contact.
Keep you updated regularly where issues need more time to resolve.
Keep our appointments with you and only rearrange these when all other options have been exhausted.
Fix all repairs at the first visit unless we have advised an assessment of the work is required first. If this is not possible we will agree a time to return to complete the work while we are with you.
If you have a complaint, we will investigate and provide a full response.
Listen and keep you informed
Use all the feedback you provide to improve our services.
Listen to what you have said when designing future service offers.
If you contact us we will always tell you what we will do and by when.
Deliver value for money
Buy goods and services offering the best value for money balancing cost, quality and performance.
Ensure properties are let quickly to those who need them preventing loss of rental income and wasted assets.
Pursue non payers to protect the income used to maintain our homes.
Take care of your home
Make payments to us on time
Pay your rent and service charges when they are due.
Claim any benefits you are entitled to and pay any housing benefit to us.
Contact us as soon as possible to let us know if you are struggling to pay your rent so that we can offer guidance.
Be considerate to your neighbours
You will not behave in a way that will cause distress, concern or annoyance to your neighbours or to the community.
You will make sure that your visitors behave and do not cause any issues.
Be polite to our staff
Respect our staff and contractors and will not act in a rude or aggressive way.
Ensure your home is safe for them to access to complete their work.
Cooperate when we need to access your home
you must allow us access to fix it. request a repair When you give notice that you wish to end your tenancy, you will allow us access to your property to ensure it can be re-let as quickly as possible and leave no possessions or rubbish when you leave.
You must allow access for gas appliances to be serviced every year and any other safety checks required.
If there is an emergency you must cooperate with our staff, the emergency services and Local Authority.