In addition we promise to …

· Answer the phone politely giving the corporate greeting.

· Ensure our reception area is clean and tidy and accessible for all, offering additional assistance if required.

· See you within 5 minutes of an arranged appointment time and within 10 minutes of your arrival if you do not have an appointment.

· Offer private interviews on request.

· Use plain language and provide an interpretation and translation service if your preferred language is not English.

· Provide alternative formats such as large print or audio if this is your preference.

· Acknowledge your complaint by letter within 3 working days.

· Tell you how to take your complaint further if you are not happy with our response.

· Publish information about the complaints and compliments we have received, and how we have responded to your complaints to improve the services we provide.

· Use the information you have provided us with about you and your family to help develop services to meet your needs.

To ensure you can have your say we promise to …

· Provide a choice of involvement opportunities.

· Ask for your feedback through customer satisfaction surveys.

· Measure and publish the impact of resident involvement.

· Publish an annual programme of resident involvement activity and training opportunities.

· Provide informal resident events such as coffee mornings and day trips.

· Give all new residents a copy of our welcome pack and new tenant DVD.

· Send all residents a quarterly newsletter including information on how your feedback is being used to improve our services.

· Produce a residents’ annual report.

· Provide support to enable you to get involved, such as covering expenses.

· Reward you if you do get involved.