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Rydon is committed to providing a professional, respectful, efficient and high quality service that meets the needs of all our customers. We are committed to achieving customer care excellence and the highest levels of customer satisfaction.

Our customer care is provided through our team of resident liaison officers, who are led by our Community Involvement Manager. The whole team brings invaluable experience when working closely with residents, whether this is on occupied refurbishments projects or new build schemes. They are skilled at providing a first rate service to residents and in maintaining a positive neighbourhood interface with the communities they work in.

Residents Leading the Way

Our commitment is to:

• Provide competent and professional staff and contractors to safely carry out the agreed works
• Operate a strict Code of Conduct, for all staff, from the point of induction, and rigorously enforce this throughout our contract
• Provide a fair and equal service to all residents
• Provide residents with as much information as possible about the type of work to be carried out and how it might affect them
• Consult residents and consider their opinions on services and delivery of works which will have a direct impact on their home
• Respect and uphold residents right to privacy and confidentiality
• Minimise the impact our works have on day to day living for our residents
• Carry out works safely and efficiently, using appropriate signage, protection
• Endeavour to finish works on time, to a high specification
• Closely monitor and manage the quality and standards of work of our sub-contractors deliver
• Regularly seek and actively listen to resident feedback on the range and quality of services provided
• Treat all complaints and queries fairly and professionally and respond promptly and effectively
• Ensure that residents can contact us easily at our offices by telephone, email, fax, etc, during agreed office hours
• Advise residents of the appropriate out-of-hours contacts and emergency arrangements

Alongside these commitments we will work with residents to agree a resident charter, unique to our customers’ individual contracts. The Customer Care Charter will detail the standard of service customers and residents should expect to receive.