IMPROVING OUR SERVICES

CUSTOMER CARE CHARTER

Booklet Eight
Improving our Services

Continuous improvement
of our services is a priority
for us. We value the
role you play in this and
place great importance
on talking to you and
listening to your views.

Derby Homes
Customer Care Charter - Improving our Services
Tenant and leaseholder To continuously improve our
involvement is essential service we will:
when improving services and
developing new initiatives. • conduct a city wide
If you would like to know customer satisfaction
more about getting involved survey at least every
you can obtain information three years and report the
from any housing office, the results of this survey in
Tenant Involvement Team or Derby Homes News and
the Derby Tenants Resource our annual report
Centre, Ground Floor, St • regularly carry out
Peters House, Gower Street, customer satisfaction
Derby DE1 1SB. Telephone surveys for all key areas
01332 256213. of our service
E-mail dtrc@derbyhomes.org
• monitor the Top Ten • involve you in the
Standards agreed by development, review,
tenants and leaseholders inspection, and
and report the results in monitoring of our services
our annual report • offer and publicise a
• report on service range of ways for you to
performance at local get involved and influence
meetings and Local the services you receive
Housing Boards • ensure learning from
• publish performance all customer feedback
information on our including complaints is
website and key used to improve services.
publications.
Contact Us
Enquiry Centre New Sinfin Library
01332 711000 Arleston Lane,
8am - 8pm Mon - Fri Sinfin, Derby DE24 3DS
9am - 12noon Sat
enquirycentre@ Old Sinfin Housing Office,
derbyhomes.org Shakespeare Street, Sinfin,
Derby DE24 9HE
Carelink
Emergency repairs Stockbrook Street
out of hours Housing Office,
01332 256060 Stockbrook Street, Derby
DE22 3WH
Allenton Housing Office,
Bingham Street, Allenton, Sussex Circus
Derby DE24 9BS Housing Office,
Chaddesden, Derby
Alvaston Library DE22 6YF
1252 - 1254 London Road,
Alvaston, Derby DE24 8QP

Browning Circle Office,

Browning Circle
Derby DE23 8AR

Mackworth Housing Office,

89 Prince Charles Avenue,
Derby DE23 4BG

Telephone calls to our enquiry centre may be recorded and

monitored for training and quality purposes.
 We can give you this information in any other way,
style or language that will help you access it. Please
contact us on 01332 711000, minicom 01332 711080
fax 01332 711001.

| 01332 711000
| 01332 711080
01332 711000 |
| 01332 711080

01332 711000 | | 01332 711080

| 01332 711000 | 01332 711080

| 01332 711000
| 01332 711080

01332 711000 | | 01332 711080

enquirycentre@derbyhomes.org

www.derbyhomes.org

Derby Homes Limited is a local authority controlled company, being under the
control of Derby City Council. Registered number 4380984. Registered Office Floor
2, South Point, Cardinal Square, 10 Nottingham Road, Derby, DE1 3QT

Customer Care Charter - Improving our Services

Produced by in-house Graphic Design and Marketing Department
00169 09/07 VERSION 1.0