Housing Customer Feedback Policy - Section 3
3. Objectives and Principles of the Policy
3.1 The overall aim of the Council’s Housing Service Customer Feedback Policy is to ensure that housing services are provided in a customer focussed and cost effective manner that meets current and future needs of those using them. To assist us to meet this aim the Council will gather information on performance and use it to take action that improves service delivery.
3.2 This policy will assist The Moray Council in achieving its vision by providing an effective voice for the people of Moray and ensuring that good quality services are accessible in relation to housing service delivery.
3.3 The specific objectives of the Housing Service Customer Feedback Policy are:
- to involve tenants and other customers in shaping housing services provided in Moray;
- to monitor performance and enable continual improvement of services within the resources available;
- to be responsive to the changing needs and demands made upon the service;
- to be accountable to tenants and other customers for the services we provide; and
- to ensure customer feedback influences continuous improvement of the housing service to meet the needs and aspirations of the Council’s customers.
3.4 The key principles underpinning the Housing Service Customer Feedback Policy are:
- we will be open, accountable, fair and transparent in all areas of service delivery;
- we will provide consistency through policies, procedures and standards applied across the service;
- we will provide comprehensive services at the point of customer contact; and
- we will provide a comprehensive framework for self-assessment, evaluation and continuous improvement.