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Customer Charter

Durham Aged Mineworkers' Homes Association aims to give the best possible customer service, within specified timescales, making use of the resources available. We will provide you with:

  • A friendly and efficient service
  • Clear and up to date information
  • A fair and satisfactory response to your complaint if something goes wrong

In particular we will:

  • Answer all your calls within 15 seconds and deal effectively with your enquiries
  • Visit all customers by appointment in your own home when requested
  • Repair your home to a good standard within set timescales
  • Provide a good value for money service
  • Ensure that rents are affordable and within Government guidelines
  • Keep you fully informed about what you wish or need to know
  • Ensure access to confidential information is strictly limited on a need to know basis
  • Carry out regular surveys to find out your views on service provision
  • Make office reception areas friendly and accessible
  • Be fair in dealing with applications for housing and help people move more easily
  • Give residents opportunities to be included in any policy changes which affect them

A copy of our customer service charter is available on request.

More about Policies and Performance