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Consultation on our Customer Service Standards

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The Social Housing White Paper and Together with Tenants means that we need to be more accountable to our customers. The draft customer service standards include the following areas for the first time:

  • Building safety – in particular fire safety, gas & electric safety
  • Responsible neighbourhood management

In all cases the proposed standard is a minimum standard, we are aspiring to do better than the standard set. We’ll review the timescales in line with our performance and make sure they’re challenging and meet the needs of our customers.

We’d like to consult with as many of our customers as possible during this one month consultation period.

You can provide feedback on any section of the document. If you would like us to respond directly to you about any aspect of the Service Standards, please provide your name and email address at the end of the form.

Please do not use this form for any urgent issues/queries, but instead contact our Customer Services Centre at customer_desk@hexagon.org.uk.

Contacting us by telephone

Our repair line is open 8am – 5pm, all other lines are open 9am – 5pm. If you have an emergency that isn’t a 999 call please call us on Freephone number (0800 393 338) and our Landline number (020 8778 6699). This is answered 24hrs.

We aim to answer 85% of all calls to our Freephone number (0800 393 338) and our Landline number (020 8778 6699) within 20 seconds.

Our Customer Services Centre (CSC) will be your first point of contact for all incoming contacts

We aim to deal with 80% of your queries at the first point of contact. Where we are unable to answer or assist you with your query we’ll check if another person or team can help you. If the right person is not available when you call, we will ask for them to make contact with you within 5 working days, unless it’s an emergency.



Contacting us by email

When emailing us please use one of our corporate email addresses:- repairs_reporting@hexagon.org.uk for all repair requests. We will reply to all repair email requests within 3 working days.

General queries should be emailed to customer_desk@hexagon.org.uk which we will reply to within 5 working days.

Complaints should be sent to complaints@hexagon.org.uk and will be responded to within 5 working days.



Contacting us by post

If you contact us in writing through the post, we will reply within 10 working days from receiving the letter, unless this is a complaint and then we will respond according to our complaints procedure.



Visits to your home

Visits will usually be during our normal office hours, 9am to 5pm Monday to Friday except for public holidays.

If you need a home visit, we will try to arrange this at a time that suits you within 5 working days of your asking (or within 1 working day if this relates to harassment or domestic violence).

The Hexagon team will always carry proof of identity and show it when making a visit.



Effective handling of complaints

We will record the number of complaints we receive and publish our performance quarterly on our website.

We will acknowledge all complaints within 5 working days.

We will respond to our Stage 1 complaints within 10 working days, when the complaint is more complex we’ll contact you in the first few days and may negotiate more time with you.

We will respond to our Stage 2 complaints within 20 working days, when the complaint is more complex we’ll contact you in the first few days and may negotiate more time with you.

We will publish Housing Ombudsman rulings on our website

We will ask our customers how satisfied they are with our complaints handling and publish the results annually.



Responsible neighbourhood management

We will ask our customers how satisfied they are with our contribution to the neighbourhood/block where they live.

We will record the number of complaints relating to anti-social behaviour and report on this quarterly.

We will ask all our customers how satisfied they are with our case handling of anti-social behaviour.



Maintaining building safety

We will make sure we have a valid fire risk assessments for all our communal areas.

We will share the outcomes & actions & updates that come out of fire risk assessments on our website or on our portal.

We’ll communicate key messages to you around fire safety and make sure we all understand it’s a partnership between us & you.

We will consult with you before we make any changes to the building safety.



From here onwards only applies to those customers who rent homes from us

Keeping homes in good repair

We will record what % of repairs to our homes are completed at the first visit by our contractor.

We will ask all customers how satisfied they are with any repair that is carried out in their home.



Maintaining building safety

We will carry out an annual gas safety check to all our homes that have gas

We will offer you an appointment time for your annual gas safety check before the current certificate expires/ in advance of expiry date

We’ll carry out an electrical safety check on a five yearly cycle once homes are over 15 years old.



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ABOUT US

As an organisation, we are concerned with people, their homes and communities.

We make good quality, affordable housing and services available to people in South East London, and work to extend opportunities and improve the neighbourhoods they live in.

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CONTACT US

HEXAGON Housing Association
130-136 Sydenham Road
Sydenham
London SE26 5JY

Office hours: 9am to 5pm
Monday to Friday

General Enquiries: 020 8778 6699
Repairs freephone: 0808 178 6785

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