Our Resident Excellence Strategy
At Northamptonshire Partnership Homes we are focused on providing great services and putting our residents, tenants and leaseholders, at the heart of what we do.
To do that, we have been listening to your feedback and views on what is important about the way we provide our services to you through satisfaction surveys, and meeting and talking with you about your experiences. Our housing customers have told us that good communication, being easy to contact, and the speed of resolving service requests is important.
Our Resident Excellence Strategy and the initiatives arising from it, aim to continue to improve the quality of the customer experience with NPH services and sets out our shared standards of service to achieve great customer service for the tenants and leaseholders of West Northamptonshire Council homes.
About
Delivering great customer service – our commitment
We want to give you great customer service whichever way you choose to contact us. This commitment sets out the standards of service you can expect from us, what we need from you and how you can help us improve resident experience.
What can you expect from us
Responding to you, we will:
- Listen to you
- Understand and care about your needs and situation without judgement
- Take ownership to resolve your query
- Respond as fast and efficiently as possible
- Do what we say we’re going to do
- Keep you well informed
- Be respectful and polite
- Be open and honest, explain decisions and outcomes clearly
- Aim to get all that we do right first time
- Ensure our staff are well trained, knowledgeable and equipped to help you
- Learn from when we get it wrong
Making contact easy, we will:
- Offer a variety of ways to access our services
- Make and keep appointments at a convenient time
- Offer support with communication for impairments, neurodivergence, dyslexia and languages
- Respond to your enquiry promptly and keep you updated
- Provide up to date information on online and easy to access to self-serve
- Offer 24 hours a day, 7 days a week access to information and services through our website and an emergency only telephone service
- Communicate with you using your preferred channel
- Use Plain English and avoid jargon
- Handle your information with care and respect your privacy
- Carry an identity badge when visiting, introduce ourselves and give a name
- Signpost you to trusted service if we can’t help you
How you can help us
So that we can deliver great customer service to you, we would like you to:
- Let us know if you have any specific needs
- Tell us if things change so we can keep your information up to date
- Be considerate and polite to our colleagues and contractors
- Treat us as you would like to be treated
- Tell us if you are having problems so we can resolve together
- Ask if you are unsure, or we are not as clear as we should be
- Adhere to your Tenancy Agreement
- Keep appointments or tell us if you need to change them
We would also like to invite you to:
- Share compliments with us, and let us know if you are unhappy with our service, including complaints
- Offer ideas for improvement and get involved in shaping our services together
