Our commitment to build a good relationship with you

◆ Providing us with information about speci� c

needs you and your household have when we

communicate with you by � lling out a Getting to

Know You form.

◆ Letting us know if your circumstances change by

completing an Update of Details form.

◆ Keeping to appointment times and notifying us of

any change in circumstances as early as possible.

◆ Letting us know what you think of our services by

responding to surveys so we can understand what we

are doing right and where we need to improve.

helpus by

You can

Local Service Standards

www.bvt.org.uk Bournville Village Trust, Estate Office, Oak Tree Lane,

Bournville, Birmingham B30 1UB.

relationshipOur

with you

5888

7 01

.08.

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58887_BVT_Our_Relationship_Leaflet_v3.indd 1 05/09/2011 12:33

◆ Acknowledge your letters, emails

and voicemail messages within two

working days of receipt.

◆ Keep you informed of progress at agreed

intervals, if we are unable to provide a full

response when you contact us.

◆ Provide any written correspondence

using plain English.

◆ Provide a tailored service for those who

are vulnerable or those with speci� c needs.

◆ Ensure that our response clearly

answers your question or concern,

and avoids the use of standardised

responses.

◆ Answer your call within � ve rings and

give you our name when we � rst speak

with you.

◆ Ensure that when we have to transfer

your call, we provide you with the

name and department of the person

to whom you are being transferred

and provide sta� with any background

information you have already provided

us with.

◆ Wear name badges at all times and

provide photo identi� cation when we

visit you.

◆ Arrive punctually for any appointment

we make with you and tell you if we

are unable to keep the appointment.

If we miss an appointment and do

not tell you, we will pay you £10

compensation.

◆ Give opportunities for you to tell us

what you think of our services and feed

back to you on at least a quarterly

basis what we have done as a result

of your feedback.

◆ We will keep our website up-to-date

with relevant information.

promiseto you

Our

promisewe will

To meet this

We want to ensure your experience as a customer of BVT is a positive one, and to do that we want to build a good relationship with you. We will work to understand what your requirements are and strive to ensure the services you receive are accessible and meet your needs; we will listen to your feedback and act on what you say, and we will be friendly, helpful and do what we say we will.

58887_BVT_Our_Relationship_Leaflet_v3.indd 2 05/09/2011 12:34