Customer Service Charter

Whether you are a landlord or student tenant, you are the focus of our service. We are committed to delivering excellent customer service.

This charter is our promise to you about the levels of customer service you can expect from every member of staff here at Home Run. It sets out our customer service principles and the service standards that we aim to meet.

Our customer service principles

We will demonstrate our commitment to excellent customer services by:
  • Dealing with your enquiries professionally and efficiently.
  • Being polite, courteous and clear about what can and cannot be done.
  • Treating all people fairly and recognising your point of view.
  • Actively seeking your views to help us improve the service.
  • Promoting equal opportunities in all areas of service delivery.
  • Providing an accessible service.

Customer service standards

Advice and Housing Office
Our office will be open 10am – 4.00pm Monday to Friday

Our office will be accessible and user friendly, with clear signage and clean and tidy reception areas.

Telephone contact

Your calls will be answered within three rings.
Where this is not possible, you will be given the opportunity to leave a message.

If we cannot answer your query immediately, we will ring you back within two working days, if not before.

Written contact

If you write to us, by post, e-mail or Student Pad we will reply within 10 working days.
We will use plain language in our reply.

Access to the service

Where possible we have made physical changes to our office to make them more accessible in line with the Disability Discrimination Act.

How well are we doing?

We will check how well we are doing against these standards by:
Monitoring complaints and your feedback through Annual satisfaction surveys.

Any comments or suggestions?

These service standards will be reviewed in conjunction with student tenants and landlords. If you can think of ways to improve them please let us know. You can contact us by:
Postal address: Home Run Lettings, Union House, University of East Anglia, Norwich, NR4 7TJ

Phone: 01603 592505/ 01603 593230

E-mail: [email protected]