Putting the customer first
the standards of service we promise to give our customers
Introduction
The Audit Commission Inspectors described Aragon as “…a listening and learning organisation which takes feedback from customers seriously and this is used to shape and influence service delivery. Tenants are at the heart of the organisation, with the staff team working together in a cohesive and co-operative way.”
In the most recent survey of Aragon tenants, almost nine out of 10 respondents (88%) were either very or fairly satisfied with their home. This was higher than the national benchmark (81%) and 4% higher than the South benchmark of 84%. Despite this and other excellent statistics, we still want to improve our performance.
Aragon is proud of the services it provides to current and future customers and this leaflet ‘Putting the Customer First’ sets out the service standards that all our customers can expect from us.
This leaflet is in addition to the ‘Charter for Housing Association Applicants and Residents’ produced by the Housing Corporation, a copy of which has been sent to all tenants.
Aragon Housing Association will
Treat Everyone FairlyRespond promptly
Deal fairly and effectively with applications for housing
Deliver an effective Housing Management service
Provide an effective repairs service
Provide an effective rent collection service
Deal with nuisance and anti-social behaviour
Seek to involve residents
Provide a service to shared owners
Provide a service to leaseholders
Continually improve services
Put things right when they go wrong
Provide the information you need
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