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Our Service Promise

Service Charter

Following a recent review in 2007 the following service standards have been extended and improved.
 
Our staff are committed to providing excellent standards of customer care at all times. 

Customer Care Service Charter

We promise:

  • We will treat all our customers fairly, regardless of gender, age, physical ability, ethnicity, religious beliefs and sexuality

 

  • We will be friendly, polite and helpful

 

  • You will leave our office knowing the action we will take and get written confirmation of any decision if you need it

 

  • If you want us to we will visit you at home at a time that is convenient to you

 

  • We will listen to you.  You have a right to be consulted and kept informed of matters that affect your tenancy

 

  • We will offer you a private interview if you wish to discuss your enquiry confidentially by appointment

 

  • We will make sure all letters have a return address, contact name, phone number and email address

 

  • We will ensure all staff are trained on equality and diversity issues and ensure they are equipped to deal with customers' special needs

 

  • We will offer an interpreting service to all our customers who have difficulty communicating in English.  We will offer a British Sign Language service

 

  • We will make available leaflets and information in large print, on audit tape, in Braille or in different languages as required

 

In addition for those living in sheltered housing we promise we will:

 
  • Contact each tenant every day

 

  • Visit every tenant at least once a week

 

  • Answer alarm calls within one minute and immediately call out the appropriate service and/(Mobile) or Scheme Manager to assist

 

  • Respond in person to call outs for assistance on average within 15 minutes

 

  • Carry out monthly health and safety inspections of all sheltered housing schemes involving tenants

 

  • We will carry out an inspection of the grounds twice a year involving tenants
 
 
To view the full range of standards for specific services, such as Allocations and Lettings, Rents and Service Charges please download the following.
 
Download Service StandardsDownload : Service Standards (PDF format)
Size 620Kb. Download time 2 mins 4 secs over a typical dial-up connection.
 
If you think the standards as described are not being met please let your local office know:

Kendal, Little Aynam House

Little Aynam
Kendal,
Cumbria 
LA9 7BY
Telephone: 01539 717717

Ulverston

The Town Hall,
Queen Street,
Ulverston,
Cumbria
LA12 7AR
Telephone: 01229 584424
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