Customer Service Charter

Service Level Standards for Allegheny County Housing Authority
Housing Choice Voucher Program

The HCVP will strive to provide:

• Professional and courteous service
• Fairness in applying our policies
• Efficient and competent staff
• Accurate and up-to-date information

The Housing Choice Voucher Program provides rental assistance and first time homeownership opportunities to eligible individuals and families throughout Allegheny County. We achieve this through a range of quality housing services and programs that are provided by our dedicated staff.

This customer service charter for the Housing Choice Voucher Program shows the standards of service we strive to provide to you. Our service is founded on four key principles: professional and courteous service, fairness in applying our policies, efficient and competent staff, and accurate and up to date information.

We will measure ourselves to see how well we perform against the standards in this Charter and we invite you to tell us how we can continue to improve the service we offer. If you have any suggestions, complaints about our service, please complete a survey form at our office, call the Customer Service Representative at 412.402.2434, or complete the on-line feedback form.

Kim Longwell
Director, HCVP

Nannette Livadas
Associate Director, HCVP

CUSTOMER SERVICE CHARTER

The HCVP goal is to strive to deliver a standard of service that our customers are proud to receive and we are proud to provide, through:

Professional and Courteous Service
In all aspects of our department, staff will have a professional, courteous, and respectful manner.

Fairness
Staff will:
• Be fair in applying program policies.
• Inform you of your right to request a review of any decision.
• Tell you how you can make a complaint.
• Comply with the Department of Housing and Urban Development Privacy and Confidentiality Policy.

Efficiency
Our trained staff will:
• Be fully informed about policies, procedures and new programs.
• Deal competently with your inquires.
• Make commonsense decision.

When You Visit the HCVP Department:
• You will not have to wait longer than 10 minutes for counter service.
• Be greeted in a positive manner.

When You Telephone the Department:
• Staff will answer your call within four rings and tell you their name.
• Staff will respond to telephone messages within the next 48 hours or sooner.

When You Write a Letter:
• The HCVP Customer Service Representative will acknowledge your letters and provide a reply within 10 working days.

Information Provision:
We will provide you with:
• Accurate and up-to-date information at all times.
• Letters and other information that are easily readable.
• A web site which is regularly updated.
• Access to the Telephone Interpreter Services.
• A TTY number (412.402.2671) for people with hearing impairments.

FEEDBACK & COMPLAINTS

What is a complaint?
• A complaint is any expression of dissatisfaction or concern about a service or product provided by the Housing Choice Voucher Program.

How can I provide feedback or lodge a complaint?
The HCVP is continuously seeking to improve our services and welcome customer comments. If you have any suggestions or feedback, which may involve a complaint about our suggestions or feedback, which may involve a complaint about our services, please contact us through any of the following methods:
• Complete the on-line feedback form
• Complete a Customer Service Survey at our office
• Call our free Customer Service Feedback line at 412.402.2434.

What happens next?
We value your comments and promise to respond within the timeframes provided in our Customer Service Charter. Although we work hard to provide you with quality service, we acknowledge that there may be occasions when our efforts fall short of these standards. When this happens, we will make every effort to rectify the problem and you will receive a verbal or written apology.

Reviews and Appeals
Some issues are not dealt with by this Department. Instead, the complaints are dealt with through an established hearing process. A Housing Counselor can advise you on whether a review or appeals process exists for your complaint and what action you need to take.

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