Communicating with us
Communications Charter for tenants and leaseholders
Our commitments to you
Our commitments to you are:
- to respond to your enquiry promptly and in a fair and respectful manner.
- to use plain language free from jargon in a way that is appropriate to your needs. This may include in a larger font, a different language or format.
- to listen and learn from your feedback and use this to improve the service we provide to you.
Our values
Our values are linked to our communications commitments to you.
Ambitious
Our ambition is to improve the way we communicate with you. To make sure we respond promptly when you contact us.
Collaborative
We will work with you and use your feedback to improve our service.
Compassionate
We will respect and listen to you and be empathetic when communicating with you.
Accountable
We will take ownership when you contact us and make it our responsibility to ensure you get a response. We will apologise and make sure we learn from our mistakes if we get things wrong.
How we will communicate with you
These are our standard response times but we will always aim to answer your query as quickly as possible.
By telephone
We will answer your call within 2 minutes.
We will tell you the name of our organisation and the person answering your call. We aim to resolve your enquiry there and then. If we cannot, then we will get the appropriate person to ring you by the end of the next working day.
By email
We will acknowledge all emails within 3 working days, and fully respond within 10 working days.
By post
We will reply to all letters within 10 working days.
In person
If we visit you we will carry identification that you can check with a phone call to our contact centre on 01954 713 000.
We will arrive at the time we say we will, or give you as much notice as possible if we have to change the time.
If you would like to visit our offices, please call and make an appointment.
How you can contact us
Report your repair online or call 0800 085 1313
For enquiries about your tenancy or grounds maintenance email duty.housing@scambs.gov.uk
For enquiries about planned upgrades to your home email operations@scambs.gov.uk
For enquiries about getting involved in tenant groups or activities email resident.involvement@scambs.gov.uk
For any shared ownership, leasehold or right to buy enquiries email home.ownership@scambs.gov.uk
Call us on 01954 713 000
Write to us at:
South Cambs Hall
Cambourne Business Park
Cambourne
CB23 6EA
If you are unhappy with the way your enquiry has been handled please follow our complaints procedure. We take all complaints seriously and will provide you with a response within 10 working days.