KHT's 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
