Housing Customer Feedback Policy - Section 1
1. Scope of the Policy
1.1 This policy encompasses the roles and responsibilities of the Moray Council’s Housing Service to ensure customer feedback is meaningful, effective and acted upon. The policy ensures that service delivery is measured against expectation, identifies any problem areas and ensures corrective action is taken.
1.2 The term ‘customer’ incorporates tenants, former tenants, prospective tenants, and people who use or have used a service provided by housing. It also incorporates other people or organisations that may have an interest in any aspect of service delivery provided by the Moray Council’s housing service.
1.3 This policy ensures that all customers are treated in an equitable way and that customer opinion and beliefs are valued. The Council seeks to ensure that this policy does not discriminate against customers on the grounds of race, gender, sexual orientation, ethnicity, religious belief, disability or illness or age. All communication used will be in ‘plain language’ and in an easily understood format. Appropriate arrangements will be made for communicating with tenants and other customers who have alternative needs, for example by using signers and confidentiality will be maintained at all times.