8.6.3  Customer Services

The Contractor is required to provide courteous, efficient and effective Customer Services at all times, including:

a)  The provision of accessible tenancy and leaseholder management services during Core Service Hours via:

i.  [a local, fully accessible office to provide direct access for residents to services, available to visit between the Core Service Hours.  As a minimum this office should provide the following range of facilities:

o  a customer services desk for general enquires;

o  facilities to conduct private interviews;

o  [ ]56;

b)  the provision of a friendly, helpful Helpdesk in accordance with paragraph 8.2.10.

The service is expected to include:

c)  prompt dealing with all correspondence received;

d)  prompt dealing with complaints (both formal and informal);

e)  the provision of translation and interpretation services as appropriate for the profile of Tenants of PFI Dwellings;

f)  the provision of an efficient appointment system and home visit arrangements for all aspects of the service;

g)  the provision of accurate and relevant information to Tenants, Leaseholders and Owner-Occupiers (including information on health and safety, refuse disposal, security and  fire safety and use of equipment and fixtures);

h)  active provision of assistance to Tenants in completing the requisite housing benefit or other forms.

____________________________________________________________________________________________

56 Each Authority should consider the standards they require.