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General

No matter which way you contact Hexagon, we aim to provide you with a high quality, personal service that is prompt and courteous.
We will ensure that all staff are fully trained to give you the help and advice you need. All our staff will carry identity cards and identify themselves in communications with you.

Telephoning Hexagon

You can telephone Hexagon between 9:00 am and 5:00 pm Monday to Friday – except for public holidays. The Repairs Line is open longer, between 8:00 am and 6:00 pm. Emergency repairs can be reported at anytime on 0800 393 338.

• We will aim to answer calls to the customer services general enquiry line within approximately 15 rings, and calls to the  Repairs Line within 25 rings.
• If you are ringing from a call box, we will offer to call you back straight away. We will not normally offer to call you back if you call us from a mobile phone.
• We aim to be able to deal with most queries when you ring up.
• If we cannot deal with your query straight away, we will aim to ring you back before 10:30 am the next working day. If this is not going to be possible we will tell you.
• If you leave a message for an officer to ring you back, they will aim to call you back within 1 hour of returning to the office.
• If when we try to call you back we are unable to speak to you we will write to you or e-mail you to let you know that we have tried; and we will keep trying to contact you

Writing to Hexagon, including via fax or e-mail

• We will reply to your letter within 10 working days
• If we are not able to reply fully to your letter within 10 working days we will write to you to:
• Explain the reasons for the delay;
• Give the name of the person dealing with your case; and
• Tell you the date we expect to be able to give you a full response
• We will use plain English
• We will use a print size that is easy to read

Visiting Hexagon

• Our office is open 9:00 – 5:00 pm Monday to Friday – except for public holidays.
• Housing Officers and Area Surveyors often spend a lot of their time out of the office, so it is usually better to make an appointment if you want to see a particular officer.

Reception staff will see you within 5 minutes.

• We will see you within 5 minutes if you have an appointment, providing that you have arrived on time.
• If you do not have an appointment, the duty officer will aim to see you within 10 minutes, unless the officer you want to see is available. You will not normally be able to see a Manager, Director or the Chief Executive without an appointment.
• We will offer you a private interview and keep all your details confidential.

Home Visits

• We will normally try to deal with most issues over the telephone. We realise that this is not always possible and that some issues will need an officer to see your home or estate.
• Visits will usually be during our normal office hours (9:00 to 5:00 pm, Monday to Friday, except for public holidays).
• We will aim to provide a home visit within 5 working days of your asking, unless the reason for the visit relates to harassment or domestic violence. In either of these cases, we will aim to visit within 1 working day.
• Officers will always carry proof of identity and show it to you.

Interpreting,Translating & Information

• We will provide an interpreting service for you when you ask for it.
• We will provide any information in translation, on tape, in Braille or in large print within a reasonable length of time.
• If you ask us to send you a leaflet or a form we will put it in the next post.
• If you need help completing any forms from either Hexagon or Housing Benefits we will either:
• provide help over the telephone;
• arrange to come and see you within 5 working days; or
• help you to complete the form at our offices.

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