- Social Housing
- Tenants
- Introduction
Introduction
Most of the work Nationwide undertakes is within the social housing sector - 10s of 1000s homes every year - and our ultimate customers are the tenants and local communities in which we work. We take customer satisfaction very seriously and in this section of the website, you'll see just how we achieve this and what you can expect from us when we are working in your homes.
Our tenant Commitment
All of our highly trained installation teams work under a code of conduct to ensure that we treat our customers in the correct manner, and to ensure that Health and Safety procedures are observed at all times.
When we are working in your home:
Clothing
- Clean and tidy dress or overalls are required to be worn at all times
- Identity cards must be visible and should be shown in request
- The full use of PPE (Personal Protective Equipment) is required at all times
Equipment
- All electrical equipment to be checked regularly by a NICEIC approved electrician and labeled accordingly
- No borrowed equipment will be used
- Dustsheets will always be used
- Tools and equipment must kept tidy and organised
- All equipment and tools should be kept out of the reach of small children
- Tools will not be left in passageways
- Facilities in the properties will not be used without the tenant's permission
- Any facilities will be left in the manner in which they are found
Manner
- Our operatives will be polite and courteous at all times
- No music to be played on site
- No smoking in or around tenants' properties
- No swearing, discriminatory or crude language or gestures to be used
- Working areas to be cleared at the end of the day
- In the case of any abuse, the operative will not respond but will leave the premises immediately and report to management
Customer Care
- Work only done to specifications and tolerances provided
- Properties to be left clean, safe and tidy at all times
- Take particular care to ensure that the tenant's safety is central to our service
- Provide tenants with open and easy channels of communication and communicate all actions at all times
- Respond to complaints quickly and efficiently
- Be aware of and sensitive to vulnerable people and show patience and understanding when dealing with customers who have special requirements
When we're working in your home you can help us to deliver a better service in the following ways:
- Check our ID cards to confirm we are who we say we are
- Keep appointments by being available at the agreed times
- Make us aware in advance of any special requirements you may have
- Be polite and where possible be helpful to our employees
Our ultimate aim is:
To continually improve the quality of service we provide to all tenants
Tenant Social Housing
