KHT Customer Charter

KHT has been working hard to introduce a Customer Charter which sets out how KHT staff will deal with our customers.

The Charter is important because:

- It lets our customers know the standard of service they can expect when they contact us - It helps our customers to judge whether we are providing a good service - It means our staff know the targets and standards they are expected to work to - It helps us to measure our performance and ensure we are continually improving

How was the Charter agreed?

Our Customer Charter has been produced by a Focus Group of our customers, Tenants federation, Area Boards and a working party of KHT staff drawn from different parts of the organisation. We wanted to produce standards that are challenging but workable and help us to ensure that we are providing an excellent service for all our customers.

Who does the Customer Charter apply to?

Our Charter applies to anyone who contacts us:

- in person - by phone - by letter - by email - via the Internet.

Publicising our Customer Charter

Details about the Customer Charter will be displayed for customers in the following:

- KHT information leaflets - Tenants Handbook - Reception areas of KHT Offices - the KHT Web site - different formats such as large print, audio, Braille and foreign languages.

How we will ensure we are keeping to our Customer Charter?

We will check that the Charter is being followed in a number of ways, listed below:

- Satisfaction surveys carried out with our customers - Tenant inspections - Internal monitoring procedures - Complaints and compliments we receive - Your feedback

We always welcome your views both on our Customer Charter and what you think about our service in general. You can give us feedback using our Comments, Compliments and Complaints Leaflets which our available at any of our offices or contact Customer Support Section on 0151 290 7051