Service Standards

Service standards are our promise to you, and set out clearly and simply what services we provide to you and how we will respond when you ask for that service or contact us.

Service standards set out the minimum level of service you can expect from Waltham RMO, so you know what to expect and so that you can hold us to account.

We always aim to offer great services, but sometimes we get things wrong or we make mistakes. If you feel the service you are receiving does not meet the service standard, please tell a member of staff. Hopefully we can put things right for you, and provide a better service next time. If you are still unhappy, we also have a complaints and comments procedure - any member of staff can tell you about this and what to do next.

 

Why are service standards important?

WERMO is committed to providing excellent services to all residents, and we have several service standards covering all of our services. Service standards explain the minimum level of service you can expect from us, so you know in advance what to expect and so that you can hold us to account. Service standards also remind staff what standards WERMO has agreed to deliver.

 

How does WERMO know it is keeping its promises?

We use service standards to measure how we are performing. We do this by making checks from time to time, and we listen to what residents tell us about their experiences. We also use ‘mystery shopping' to check what is happening (this is when someone tests out our services as if they were a real customer). Managers review the findings for their service area and we report back to residents how we are performing. When we find areas where we could do better, we will put in place improvements.


What happens if the service I am receiving does not meet the service standard?

We always aim to offer great services, but sometimes we get things wrong or we make mistakes. If you feel the service you are receiving does not meet the service standard, please tell a member of staff. Hopefully we can put things right for you, and provide a better service next time. If you are still unhappy, we also have a complaints and comments procedure - any member of staff can tell you about this and what to do next.


What if I have suggestions or ideas for how to improve the service standards?

We will review the service standards from time to time, so that our services continue to improve. If you have any comments or ideas for the service standard itself, please tell us!

 

As part of improving our service we welcome your feedback.

If you have used one of the services below recently, please could you take a few moments to complete our online satisfaction survey. All surveys will be entered into annual prize draws on each estate and you could win £50 in gift vouchers!