Customer Services

When we invite you for an appointment we will:

  • See you at the time we agreed with you
  • Contact you if we change an appointment explaining why
  • Rearrange it for a time that is good for you

 

When you see us we will be:

  • Clearly identifiable by wearing our Waltham Estate RMO identification card
  • Introduce ourselves clearly and courteously

 

When you ring us we will:

  • Answer your call in 20 seconds
  • Speak clearly, telling you our name, office and let you know who has responsibility for dealing with your request
  • Call you back when we say we will

 

When you ring us we will:

  • Acknowledge your enquiry within two working days
  • Send a full reply within ten working days
  • Let you know the name of the person dealing with your enquiry
  • Be open, honest and do our best to put things right quickly

 

If things go wrong we will:

  • Acknowledge any complaint you make within two working days
  • Reply to your complaint within ten days and offer you the right of appeal if you don't agree with our reply

 

Getting in touch with us we will:

  • Provide a range of ways for you to contact us including face-to-face, by telephone, by fax or email
  • Offer you a home visit if required and make an appointment to visit you quickly

 

To help us deliver a great service, you can help by letting us know:

  • if you are not happy with our services and we can try to address the matter for you
  • your ideas for changing and improving services