Stafford and Rural Homes

Our Customer Service Standard set out the standard of service you can expect as a SARH customer. We aim to continuously improve our services.

These standards have been agreed with customers.  If you would like to comment on these standards please contact us.  During 2010 we are consulting with customers, as required by the Tenants Services Authority (TSA), to ensure the priorities of our customers are taken into account when developing services.  Your views are important to us.

These are the main standards you can expect:

If you visit us we will
• Welcome visitors in a courteous friendly way
• Provide a space for private interviews
• Display a wide range of information about our services
• Ensure that you are seen on time if you have an appointment.
• Provide a telephone based interpreter service where needed.

If you telephone us
• We aim to answer your call within 20 seconds
• The person you speak to will give you their name deal with your enquiry in friendly and courteous way
• If we cannot answer you enquiry immediately we will tell you when we expect to have an answer and advise you of any delays
• We will arrange a telephone based interpreter where needed.

If we visit your home
• We will show identification and behave respectfully towards you and your home
• We will normally make an appointment for home visits.

If we write to you
• Our letters will be clear and consider and written in plain English.

If we make a mistake we will
• Aim to put it right as soon as possible
• Respond to your complaint within 5 working days of receipt
• Learn from our complaints to ensure they don’t happen again.

Equality and Diversity
• We will aim to treat all customers fairly and according to their needs
• We will aim to ensure our offices are accessible for disabled customers
• We will aim to provide the same standard of service wherever you live
• We will aim to challenge discrimination. 

For more information about our service standards, you can Email or contact us on 0800 111 4554