Rykneld Homes does not wish to create a clash between our published standards and customer experience; it is therefore important to do what we say we will do, at a time we said we would, and deliver a standard of service our customers expect.
Rykneld Homes has a commitment towards customer care and publishes Service Standards to communicate to our customers the level of service they can expect from us. We have consulted our customers in regard to Service Standards to find out what they think is most important and relevant to them.
Important issues were:
- Easy to contact
- Getting things right first time
- Professionalism
- Ability to solve problems/complaints.
In 2019 we asked our customers to review our Service Standards and as a result of your feedback we decided to create a new one: We will treat you fairly taking into account your individual circumstances.
This standard has now been added to our others which were developed with the help of our Customer Service Improvement Groups and are as follows:
- We will work and act in a professional manner
- We will listen to your views and make it easy for you to contact us
- We will actively involve you in shaping and improving services
- We will communicate clearly and honestly with you
- We aim to get it right first time to your satisfaction.
- We will treat you fairly taking into account your individual circumstances.
Customer Care Policy July 2019
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