Resident Information
This section of the website explains how you can get the most out of your home and tells you about the services we provide. To view the Service Standards you can expect to receive, please click here.
To navigate your way around, please click on any of the links on the left hand side.
Our commitment to you:
We have developed a charter in consultation with our tenants, setting out our commitment to provide excellent customer service.
Customer Service Charter
‘Your Service – Our Promise’
We always aim to provide you with an excellent service.
To ensure you receive the level of service you deserve, we promise to:
-
Treat you as an individual and with respect
-
Understand your individual needs and adjust our services accordingly
-
Be friendly and polite in our dealings with you
-
Provide you with clear information about the services you should receive and other relevant matters
-
Consult you on proposed changes to services
-
Provide opportunities for you to be involved in influencing and monitoring service standards, in ways that you prefer
-
Provide you with opportunities to comment on the quality of service you receive and to value and learn from your feedback
-
Provide you with as much choice as possible
-
Ensure our staff are committed to these standards and are fully trained in customer service
-
Ensure that any information you provide is treated in confidence
-
Respond positively to suggestions and complaints and provide feedback on any changes made
We aim to deliver service in accordance with standards agreed with tenants. These include:
-
Customer care
-
Repair response times
-
Managing service contracts
-
Providing information
-
Involving tenants
-
Dealing with complaints
We will value the diversity of all our tenants by:
-
Treating everyone fairly and with respect
-
Actively involving tenants in the management of the Trust
-
Ensuring that all new tenants are made aware of our commitment to diversity
-
Being clear about what kind of behaviour is acceptable to the Trust
-
Ensuring we support tenants who may suffer from any form of harassment or discrimination
If you have any comments about our Customer Service Charter, please either speak to your local manager, or call our Customer Services Team on 0845 6041095. You can also email us at generalenquiries@jjhousing.co.uk or you can write to us at:
‘Johnnie’ Johnson Housing
Astra House,
Spinners Lane,
Poynton,
Cheshire
SK12 1GA
We always aim to provide you with an excellent service.
Treat you as an individual and with respect
Understand your individual needs and adjust our services accordingly
Be friendly and polite in our dealings with you
Provide you with clear information about the services you should receive and other relevant matters
Consult you on proposed changes to services
Provide opportunities for you to be involved in influencing and monitoring service standards, in ways that you prefer
Provide you with opportunities to comment on the quality of service you receive and to value and learn from your feedback
Provide you with as much choice as possible
Ensure our staff are committed to these standards and are fully trained in customer service
Ensure that any information you provide is treated in confidence
Respond positively to suggestions and complaints and provide feedback on any changes made
Customer care
Repair response times
Managing service contracts
Providing information
Involving tenants
Dealing with complaints
Treating everyone fairly and with respect
Actively involving tenants in the management of the Trust
Ensuring that all new tenants are made aware of our commitment to diversity
Being clear about what kind of behaviour is acceptable to the Trust
Ensuring we support tenants who may suffer from any form of harassment or discrimination
Astra House,
Spinners Lane,
Poynton,
Cheshire
SK12 1GA
