Our Promises to You

At Hanover, we always try to provide a service with you in mind. We want you to be proud of us and feel secure in the knowledge that we are doing the best we possibly can for you.

Together with residents, we have produced this Charter and a series of leaflets. These leaflets explain the services we provide and the standard of service you can expect from us in more detail.

The main customer service standards we promise to meet are:

Help and information

• We will help obtain the information you need
• Your telephone call will be answered promptly
• If you are asked to leave a message, a member of staff will return your call as soon as possible
• We will acknowledge your letters within 5 working days of receipt
• You can expect a full reply on most matters within 10 working days
• Complaints and more complex matters will be replied to within 15 working days
• If you have made an appointment with us, we will try our best to see you on time. If an appointment cannot be kept we will give as much notice as possible.

Courtesy and respect

• We will be courteous and friendly when we speak to you
• We will listen
• We will say sorry when things go wrong
• We will treat you with respect and not patronise you
• We will address you formally unless you ask us not to
• We will not enter your home uninvited (except in an emergency, where we will follow our published rules)
• We will speak clearly and give you our name when answering the telephone
• We will take responsibility for dealing with your query or for passing it onto another named individual who can help you
• We will open and to the point when dealing with your query
• If we cannot do what you want we will tell you why
• We will be appropriately dressed

Fairness

• We will treat you fairly
• We will treat you as we would expect to be treated ourselves
• We will give the same high standard of service wherever you live

Equal Opportunities

• We will treat all our residents and customers equally
• We provide an interpretation and translation service for residents and customers who do not speak English
• We will aim to communicate with you in a way that takes account of any physical or sensory impairment that you may have
• We will promote dignity and well-being

A Quality Service

• When things go wrong we will do our best to put them right as quickly as possible
• We will seek your views on the key services we deliver
• We will listen to what you have to say and take your views into account when making decisions
• We will keep you informed
• We will review our standards regularly to make sure they meet the needs of our residents and customers.