Blenheim Gardens RMO staff aims to provide you with the best possible customer service whenever you contact us. This charter contains clear information regarding the level of service you can expect from us.

What can you expect from us?  

• When you speak to us, we will give you our name. We will be courteous, treat you with respect and offer advice to help.

• When you arrive at reception, we will let you know how long you may have to wait if you do not have an appointment.  You will not be kept waiting longer than 10 minutes to see a member of staff.  We will see you on time if you have an arranged appointment.  Our contact details are on display and staff will wear name badges.

• When you phone us, we'll answer your call within 5 rings and take a brief message if the member of staff you require is not available.  When we are not in the office, our out of hour's answerphone service will be switched on informing you of our opening hours and emergency contact details.  We will always return your call by the next working day.

• We will arrange to take calls in other languages if English is not your first language. 

• When you send us a letter, fax or email, you will receive a full response within 10 working days.  If we are unable to reply to your concerns in full within this period we will write explaining why and confirming when you can expect a full response.

• We will arrange for letters to be sent in other languages if your first language is not English

• If you have a complaint we will try and resolve it for you at point of contact or within 10 days of receiving the complaint.  A copy of our complaints procedure is on display at the estate office.  If you are unhappy with our response, we can send you information on United Resident’s Housing or Lambeth Council formal complaints procedure.

You can help us improve our service by -:

• Reporting incidents you are unhappy with to the estate office, (please refer to our complaints section).

• Treating all staff how you wish to be treated